Customer Service Officer at Elvaridah

Reports To: Customer Service Manager / Head of Sales

Job Summary

• The Customer Service Officer will be responsible for delivering excellent customer experience for the fragrance brand by handling inquiries, processing orders, resolving complaints, and providing product information to customers across all touchpoints.
• The role requires strong communication skills, emotional intelligence, and a passion for beauty and fragrance products. The ideal candidate will ensure customer satisfaction, build brand loyalty, and support sales growth through exceptional service delivery.

Key Duties and Responsibilities
Customer Support & Engagement:

• Respond promptly to customer inquiries via phone, email, WhatsApp, and social media.
• Provide accurate information about fragrance products, pricing, availability, and usage.
• Handle customer complaints professionally and ensure timely resolution.
• Maintain a positive and brand-aligned tone in all customer interactions.

Order Processing & Fulfillment Support

• Process customer orders accurately and ensure proper documentation.
• Coordinate with logistics and warehouse teams for timely delivery.
• Track orders and provide customers with real-time updates.
• Confirm payment status and order completion.

Customer Relationship Management:

• Build and maintain strong relationships with customers.
• Follow up on customer feedback and after-sales experience.
• Encourage repeat purchases and brand loyalty.
• Maintain customer records and update CRM systems.

Sales Support:

• Identify opportunities to upsell and cross-sell fragrance products.
• Provide product recommendations based on customer preferences.
• Support promotional campaigns and product launches.
• Assist in converting inquiries into sales.

Social Media Customer Interaction:

• Respond to customer messages and comments on social media platforms.
• Escalate sensitive issues to the appropriate department when necessary.
• Ensure timely engagement to enhance brand reputation online.

Reporting & Documentation:

• Maintain accurate records of customer interactions and complaints.
• Prepare daily, weekly, and monthly customer service reports.
• Provide feedback on recurring customer issues and suggest improvements.
• Support management with insights on customer behavior and satisfaction trends.

Key Performance Indicators (KPIs)

• Customer satisfaction and response time.
• Resolution rate of complaints and inquiries.
• Conversion rate from inquiries to sales.
• Customer retention and repeat purchase rate.
• Accuracy of order processing and fulfillment support.
• Quality of customer feedback and service ratings.

Qualifications & Experience

• Bachelor’s Degree or Diploma in Customer Service, Business Administration, Marketing, or related field.
• 1–2 years experience in customer service or client relations, preferably in retail, beauty, fragrance, or FMCG industry.
• Experience using CRM systems and customer support tools is an advantage.