Customer Support Officer at CSi Grocery

Role Objective

• Turn every enquiry into a confirmed, paid order. Build trust fast. Upsell when possible. Follow through until delivery is completed.

Key Responsibilities

• Convert enquiries from WhatsApp, calls, website, and social media into sales
• Ask the right questions, recommend alternatives, and close the sale
• Follow up on abandoned carts and pending orders until payment is made
• Present promos, bundles, and substitutes when items are out of stock
• Confirm delivery timelines and push for same-day or fastest delivery where possible
• Handle complaints politely while retaining the sale
• Call customers if there’s any delay and give clear solutions
• Track every order from enquiry to delivery confirmation
• Keep daily logs of enquiries, sales closed, and reasons for lost sales

KPIs (Performance Targets)

• Conversion rate (% enquiries that become paid orders)
• Follow-up response time
• Number of orders closed daily
• Revenue generated from upsells and cross-sales
• Customer satisfaction and repeat orders

Requirements

• Experience in customer service, telesales, or e-commerce
• Confident speaking on the phone and closing sales
• Strong written English and WhatsApp communication skills
• Persuasive, patient, and goal-driven
• Organized with good follow-up habits
• Comfortable working with basic computer tools and WhatsApp Business

Added Advantage

• Experience with WooCommerce
• Background in groceries, baby products, or retail