Executive Customer Support

Job Description

Full job description
Job profile: CUSTOMER CARE EXECUTIVE

Customer Communication:

Responding to customer messages via WhatsApp (Aisensy), Instagram DM, and Facebook Messenger:
Address customer queries effectively.
Assist customers unable to place orders themselves by collecting their details and placing orders on their behalf.
Handle order cancellation requests:
Inquire about the reason for cancellation and attempt to resolve concerns to retain the order.
If the customer insists, process the cancellation.
Reply to customer comments on Instagram and Facebook.
Respond to customer emails.
Answer customer calls and address their queries.
Compile customer feedback from Aisensy during feedback campaigns.
Update the “Customer Care Messages” sheet with frequently asked questions.
Daily Order Processing:

Process daily orders from the Brown tape batch.
Coordinate with Brown tape for daily batches and resolve any issues.
Communicate with the warehouse team regarding dispatch, returns, and stock.
Obtain the stock sheet from the accounts department every Saturday and update it in Google Sheets.
Update customer addresses or phone numbers as needed.
Create a separate report for the accounts department to generate bills.
Maintain records of invoices.
Mark orders as completed or cancelled in the admin panel after daily processing.
Correct wrong pin codes via Google search and generate AWBs using Ship rocket.
Prepare monthly COD remittance reports and submit them to the accounts department:
Bluedart COD remittance
Shiprocket COD remittance
CCAvenue COD remittance
Track returned orders and submit a report to the accounts department weekly.
Process refunds for cancelled prepaid orders.
Resolve suspense customer entries as requested by the accounts department.
Reporting:

Create reports including:
Highest selling products (quantity-wise and amount-wise).
Highest returning products (quantity-wise, amount-wise, and reason-wise).
City-wise and state-wise order statistics.
Other reports as required.
Generate AWBs manually for:
Giveaway winners.
Influencers.
Damaged product replacements.
Social Media Management:

Moment Marketing: Monitor trending topics, create content, and design posts using Canva.
Generate innovative social media ideas and share them in the “Social Media” WhatsApp group.
Design various types of social media posts (e.g., single images, carousels, videos) in Canva.
Ensure posts blend information and entertainment to boost customer engagement.
Design and post daily stories on social media using Canva.
Collaborate with the Internal team for additional design support.
Use creativity and initiative to enhance Lely’s social media presence beyond the listed tasks.
Kindly share your CV to career@ubiksolution.com

Job Types: Full-time, Permanent

Pay: ₹25,000.00 – ₹28,000.00 per month

Benefits:

Health insurance
Provident Fund
Schedule:

Day shift
Supplemental Pay:

Yearly bonus
Experience:

total work: 3 years (Preferred)
Work Location: In person