Executive Customer Services – E-Commerce

The Executive Customer Services E-Commerce plays a vital role in enhancing the online shopping experience for customers at Interwood Mobel Pvt Limited. This position involves overseeing the entire online sales process, ensuring customer satisfaction, and addressing various customer inquiries. The role requires a motivated individual who possesses excellent communication and problem-solving skills. As an Executive in this position, you will be responsible for converting leads into sales and maintaining a positive relationship with clients by promptly addressing their concerns. This position does not involve managing a team, allowing you to focus fully on customer engagement and service excellence.
Responsibilities

Oversee the complete online sales process, including order booking, delivery coordination, and complaint resolution.
Engage with unverified clients and users with abandoned carts to convert leads into successful sales and ensure timely payment follow-ups.
Provide real-time customer support by addressing inquiries and resolving issues related to damaged products, delivery delays, and service deficiencies.
Conduct post-delivery feedback calls to assess customer satisfaction and take necessary actions to address any concerns.
Coordinate with Supply Chain and Warehouse teams to ensure timely stock availability and efficient order fulfillment.
Update and monitor order tracking sheets diligently, ensuring accuracy and transparency in order statuses for customers.
Report website-related issues to the appropriate teams, facilitating swift resolutions to ensure an uninterrupted customer experience.
Achieve and report on monthly and quarterly sales targets, strictly adhering to company standard operating procedures.
Utilize analytical thinking to identify trends and issues within customer interactions, proposing improvements to enhance service.