Customer Service Officer (Online & Physical Support) at Pally Agro Products Limited

Job Overview

• The Customer Service Officerwill be responsible for managing customer inquiries, complaints, and requests through both online platforms (email, live chat, social media) and physical interactions (office, warehouse, or in-person delivery). 
• The role will focus on ensuring a seamless customer experience by effectively resolving issues, processing orders, and providing information across multiple communication channels. 
• The ideal candidate will have experience in both online customer supportand in-person customer service, with strong communication and problem-solving skills.

Key Responsibilities
Online Customer Support:

• Respond to customer inquiries via email, live chat, social media, and other online channels promptly and professionally.
• Provide accurate product information, assist with order inquiries, and resolve customer complaints via digital communication tools.
• Manage customer issues such as refunds, product issues, and delivery delays through online platforms.
• Proactively engage with customers on social media platforms, answering questions and addressing concerns in real-time.

Physical Customer Support:

• Assist customers who visit our physical locations, such as the office, store/warehouse, ensuring a high level of customer satisfaction through face-to-face interaction.
• Provide product information, process purchases, handle returns or exchanges, and resolve customer issues in person.
• Support the store or warehouse team by providing assistance with customers' queries and concerns, ensuring a smooth physical shopping experience.
• Ensure that all physical customer inquiries are handled efficiently and professionally, upholding company policies and ensuring a positive in-person experience.

Order Management & Fulfillment:

• Assist with processing orders, including order entry, cancellations, and changes to orders.
• Support customers by providing order tracking information and ensuring their orders are processed and delivered on time.
• Collaborate with logistics teams to ensure timely and accurate delivery of products for both online and in-store purchases.
• Work with the warehouse team to verify product availability and manage inventory to meet customer demand.

Issue Resolution & Problem-Solving:

• Address customer complaints and issues both online and in person, ensuring timely and professional resolution.
• Assist in resolving product or order-related problems by offering practical solutions and following up to ensure complete customer satisfaction.
• Escalate complex or unresolved issues to senior management, ensuring swift resolution and customer retention.

Customer Feedback & Experience Improvement:

• Gather customer feedback during both online interactions and in-person engagements to identify opportunities for improving services.
• Recommend improvements to customer service processes, both digital and physical, to enhance the customer experience.
• Ensure that customer service standards are consistently met, and track customer service performance to identify trends and areas for improvement.

Collaboration & Reporting:

• Work closely with the e-commerce, marketing, and logistics teams to align customer service efforts across both online and physical channels.
• Prepare and provide daily, weekly, and monthly reports on customer interactions, feedback, issues, and resolutions for both digital and physical service channels.
• Provide insights and recommendations to management based on customer feedback and interactions.

Customer Retention & Loyalty:

• Focus on building long-term customer relationships by providing excellent customer service in all settings.
• Engage with customers to promote brand loyalty and encourage repeat business, both online and at physical locations.
• Provide exceptional service to create a lasting positive impression, promoting customer satisfaction and retention.

Requirements
Education:

• Bachelor’s degree in Business Administration, Communications, Marketing, or a related field.
• Customer service training or certification is a plus.

Experience:

• Minimum of 1-3 years of experience in customer service, with experience in both online support(email, live chat, social media) and physical customer service(storefront, warehouse, or face-to-face support).
• Experience in handling customer inquiries, complaints, and order management in both digital and physical settings.
• Familiarity with e-commerce platforms, customer service software (CRM), and point-of-sale (POS) systems for managing both online and in-person interactions.

Technical Skills:

• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and CRM software.
• Familiarity with live chat platforms, social media management tools, and order management systems for digital customer support.
• Experience with POS systems, inventory management, and physical order processing.

Soft Skills:

• Strong communication skills, both written (for online) and verbal (for in-person).
• Problem-solving abilities with a customer-focused approach to resolving issues.
• Ability to multitask and handle customer inquiries across multiple channels simultaneously.
• Patience and empathy for dealing with challenging customer interactions.
• Strong attention to detail and ability to accurately process orders and customer data in both digital and physical environments.
• A positive and friendly attitude with the ability to remain professional under pressure.

Work Environment:

• Ability to work in office-based customer service environments as well as in-store or warehouse settings.
• Ability to handle both online and physical customer interactions in a fast-paced, customer-centric environment.