(Customer Conversion & Optimization) Customer Service Executive

About the Company:

At the heart of the True Social Group is the belief that better living begins with the simple things. Through a mix of inspiration and innovation, we are reshaping hydration and the essentials that help create a more fulfilling life for all.

As we make our international debut, we are looking a team member to join us in expanding our hydration brand footprint in the Asia Pacific region.

Designation: Customer Service Executive (Customer Retention, Conversion & Optimization)

Job Purpose:

The Customer Service Executive will be responsible for managing and optimizing online sales channels. This role focuses on creating and executing plans to boost online sales and elevate customer satisfaction. The ideal candidate will have a strong background in eCommerce and data analysis.

Job Duties:

• Responsible for end-to-end management of all eCommerce platforms.
• Support and co-ordinate with cross-functional teams on the execution of brand, marketing and all e-Commerce activities.
• Manage operations to ensure service excellence, establish service quality, and customer satisfaction (pre-sale and after sale).
• Develop and implement customer retention and conversion strategies to maximize sales and enhance customer loyalty.
• Engage with customers to identify opportunities for upselling and cross-selling and follow up with leads to close sales.
• Ensure the online store is ready for promotions and aligned with marketing campaigns.
• Perform inventory checks to ensure product availability and timely restocking.
• Handle customer order processing and delivery to ensure smooth transactions and timely fulfilment.
• Report online store performance and provide weekly projections and insights.
• Monitor and analyze sales metrics, customer behavior, and market trends to identify areas for improvement and growth.
• Any other ad-hoc duties as and when required.

Skills/Qualifications:

• Minimum relevant University Degree in Marketing/Business or relevant fields.
• Preferably with minimum 2 – 3 years working experience in ecommerce industry.
• Understanding of technical knowledge on eCommerce features and functionalities.
• Excellent in managing big numbers, data analysis, and with appetite for growth through results-led experimentation.
• Strong analytical and interpersonal with a positive attitude and taking ownership of roles and projects.
• Strong communication skills, customer service skills and the ability to prioritize while handling multiple tasks is essential.
• Proficient in MS Office.