Ecommerce Manager - Thrissur, India - Jos Alukkas Group

Description

1. Guide the team and handle inbound and outbound customer calls professionally and efficiently.
2. Address customer inquiries, resolve issues, and provide appropriate solutions.
3. Document in salesforce and escalate complaints or complex issues to the relevant departments for resolution.
4. Ensure prompt and accurate follow-up on customer queries to maintain high customer satisfaction levels.
5. Guide customers on occasion-specific jewelry, designs, product details, pricing, weight, and available discounts.
6. Provide expert advice on selecting jewelry pieces based on customer preferences and requirements.
7. Stay updated with the latest jewelry trends, promotions, and offers to assist customers effectively.
8. Respond to customer inquiries and provide real-time assistance through web chat and WhatsApp platforms.
9. Offer personalized recommendations, resolve queries, and guide customers through the purchasing process.
10. Ensure prompt and accurate responses to maintain a positive customer experience.
11. Conduct video chats with customers, providing a virtual shopping experience and personalized assistance.
12. Provide a high level of customer engagement and deliver exceptional service during video chats.
13. Maintain a follow-up pipeline for potential customers who have expressed interest in purchasing Jewelry.
14. Initiate follow-up calls, emails, or messages to nurture customer relationships and provide updates on new collections or promotions.
15. Convert pipeline customers into loyal buyers through proactive communication and personalized service.
16. Respond to customer emails promptly and professionally, addressing inquiries, requests for documents, payments, or refunds.
17. Coordinate with relevant internal departments to resolve customer issues and ensure accurate and timely responses.
18. Maintain proper documentation of customer interactions and follow-up actions.