Job Description:
Company overviewBin Dawood Mart is an online store offering cosmetics, skincare, toiletries, jewellery, home décor, toys, and more. We are looking for a customer-focused individual to handle customer inquiries and manage online orders efficiently.
Job SummaryThe Customer Service & E-commerce Order Processing Executive will respond to customer queries across social media, WhatsApp, and the website, while managing order processing, shipment coordination, and customer updates to ensure a smooth shopping experience.
Key Responsibilities- Respond promptly and professionally to customer inquiries received through Facebook, Instagram, WhatsApp, and other social media platforms.
- Handle customer queries through the Bin Dawood Mart website, including live chat or contact forms, where applicable.
- Assist customers with product information, prices, availability, order status, delivery timelines, and return or exchange policies.
- Manage customer complaints and resolve issues efficiently, escalating complex cases when necessary.
- Follow up with customers regarding pending inquiries, incomplete orders, and other service-related matters.
- Monitor and manage incoming orders through the Shopify online store.
- Verify order details, customer information, delivery addresses, and payment or cash-on-delivery status.
- Coordinate with the warehouse or inventory team to confirm product availability and order readiness.
- Prepare and process orders for packing, dispatch, and delivery.
- Coordinate with courier partners regarding shipments, delivery updates, and failed deliveries.
- Update customers on order confirmations, dispatch notifications, delivery status, cancellations, and returns.
- Maintain accurate order records and report any discrepancies or processing issues.
Job Specification:
Requirements & Qualifications- Intermediate degree or relevant experience in customer service, e-commerce, business administration, or a related field.
- Strong written and verbal communication skills.
- Basic to intermediate computer skills and familiarity with social media platforms.
- Familiarity with Facebook, Instagram, WhatsApp Business, and website-based customer inquiries.