Social Media / Customer Service Executive at CVM Career Company

Function of the Role

• The Social Media/Customer Experience Support will be directly responsible for handling and managing the company’s social media platforms, customer service and processing of online and offline orders, organise good filing system.
• Other duties for this role will include sales, customer complaint management, handling enquiries, managing third party courier companies, write and respond to emails and day to day routine tasks execution. You must be knowledgeable about the products, curate and able to adequately guide customers at all times.

Key Responsibilities

• Update and manage the company’s website and social media pages
• Responsible for content and caption curation for all our social media platforms including pictures
• Receive and process both online and offline orders
• Support the smooth running of the office
• Convert leads into actual sales
• Responsible for all local purchases and follow up
• Liase with and manage courier companies
• Develop and maintain an updated customer/vendor lists
• Create and update customer database, to make it easy to know the total number of customers that patronized Eritville Gift Company on a monthly basis and at the end of each year
• Answer and direct phone calls
• Organize and prepare for exhibitions and outdoor sales events
• Assist in the preparation of regularly scheduled reports
• Handle customer enquiries and complaints
• Establish, develop and maintain positive business and customer relationships
• Work in line with company policy to achieve set sales targets and outcomes within schedule
• Send weekly/monthly email blasts, WhatsApp messages, bulk SMS to customers
• Closely monitor online trends and inventory
• Manage all sales orders and ensure appropriate order flow by processing all customer orders and shipment of products and ensure safe delivery to customers
• Provide daily sales reports as well as weekly and monthly report of sales efforts in marked sales territory
• Answer first line queries and complaints from customers.
• Report discrepancies and problems to the Operations Manager
• Give advice and guidance on product selection and packaging to customers.
• Perform administrative functions
• Manage stock inventory (Ensure all stock received are registered in the system)
• Resolve customer complaints by investigating problems, provide solutions, prepare reports and make recommendations to management
• Working within established guidelines, particularly with product lines.
• Work with management to organize and execute online sales campaigns
• Regularly observes the online activity of model organizations, research and reports on “social media best practices”
• Perform all other duties as assigned.

Additional Role,Traits And Character:

• Graphics experience is a must and an advantage
• Ability to write and respond to emails with little or no supervision.

Requirements

• Candidates should possess a Bachelor's Degree qualification with 2 - 5 years work experience.