E-Commerce Executive

E-Commerce Executive in the Beacon Mart, a retail industry, plays a crucial role in managing and enhancing the online sales channels of a retail business. The position involves overseeing the day-to-day operations of the e-commerce platform, ensuring a seamless and effective customer experience, and driving sales growth through online channels.

KEY RESPONSIBILITIES

CUSTOMER SERVICE:

• RESPOND TO CUSTOMER INQUIRIES AND RESOLVE COMPLAINTS: Provide timely responses to customer queries via email, chat, or phone, and efficiently address any issues to maintain high customer satisfaction.
• PROVIDE INFORMATION ABOUT PRODUCTS AND SERVICES: Offer clear and detailed product information to customers, assisting them in making informed purchasing decisions.
• PROCESS ORDERS, RETURNS, AND EXCHANGES: Manage the entire order lifecycle, including processing new orders, returns, and exchanges, ensuring adherence to company policies and procedures.
• MAINTAIN CUSTOMER RECORDS IN CS REPORT TRACKING: Ensure that all customer interactions, orders, returns, and feedback are accurately logged and tracked in the customer service report system.
• COLLABORATE WITH OTHER DEPARTMENTS TO RESOLVE ISSUES: Work effectively with cross-functional teams (e.g., sales, IT, logistics) to address customer concerns and improve service delivery.
• UPSELL AND CROSS-SELL WHEN APPROPRIATE: Identify opportunities to increase revenue by recommending complementary or upgraded products to customers during interactions.

E-COMMERCE OPERATIONS:

• OVERSEE DAILY ONLINE PLATFORM OPERATIONS: Manage and ensure smooth day-to-day operations of the online store, optimizing platform performance, navigation, and overall user experience.
• MANAGE PRODUCT LISTINGS: Regularly update and maintain product pages, ensuring that the UI/UX design, product descriptions, pricing, and promotional content are accurate and appealing.
• MONITOR INVENTORY MANAGEMENT: Oversee stock levels for online products, ensuring accurate availability for customer orders, and coordinate with the warehouse team for inventory management.
• COLLABORATE WITH IT, WAREHOUSE, AND LOGISTICS TEAMS: Work closely with internal teams to streamline processes and resolve issues, enhancing the overall customer experience.
• MONITOR PROMOTIONS AND CAMPAIGNS: Track the effectiveness of ongoing campaigns and promotions, providing recommendations to optimize promotional strategies and improve sales performance.

CUSTOMER RELATIONSHIP MANAGEMENT (CRM):

• DEVELOP AND UPDATE FAQS: Create and manage a comprehensive FAQ section to improve customer understanding of products and services on the e-commerce platform.
• MANAGE WHATSAPP MARKETING CAMPAIGNS: Execute and oversee WhatsApp blasting campaigns for product promotions, customer engagement, and improving conversion rates.
• COMPILE AND ANALYZE CUSTOMER FEEDBACK: Gather customer feedback, complaints, and inquiries related to online orders, returns, and product information, using this data to inform improvements to customer service and product offerings.

JOB REQUIREMENTS:

• ATTITUDE: Good working attitude.
• EDUCATION: Bachelor's degree in Business, Marketing, E-commerce, or a related field.
• EXPERIENCE: Minimum 2 years of experience in e-commerce, customer service, or related roles, ideally in a retail or online sales environment. Fresh graduates are welcome to apply.
• TECHNICAL SKILLS: Proficiency in e-commerce platforms, CRM software, and Microsoft Office Suite. Familiarity with online marketing tools (Google Analytics, SEO, WhatsApp Marketing) is a plus.
• CUSTOMER SERVICE EXPERTISE: Strong communication skills with a customer-focused mindset. Experience in handling customer inquiries and complaints with a positive and professional approach.
• PROBLEM-SOLVING SKILLS: Ability to work with multiple departments to resolve customer issues quickly and efficiently, ensuring a smooth operational flow.
• ATTENTION TO DETAIL: Ability to manage product listings, track orders, and maintain accurate customer records in reporting systems.
• COLLABORATIVE TEAM PLAYER: Willingness to work across various departments (IT, logistics, warehouse) to ensure a seamless customer experience.
• SALES AND MARKETING ACUMEN: Knowledge of upselling and cross-selling techniques to drive sales, along with the ability to monitor and analyze promotions for optimization.
• ADAPTABILITY AND MULTITASKING: Ability to work in a fast-paced environment, manage multiple tasks efficiently, and adapt to changes in e-commerce trends and technology.