E-commerce Customer Service Associate at The Borough Lagos

Description

• The Customer Success Associate (E-commerce) is responsible for delivering exceptional customer experiences across all digital sales channels while driving customer satisfaction, retention, and loyalty.
• The role serves as the primary point of contact for customer inquiries, order management, issue resolution, and post-purchase support, ensuring a seamless end-to-end customer journey.
• The position also supports the optimization of e-commerce platforms, monitors customer engagement and performance metrics, and leverages customer insights to improve service delivery, customer experience, and business outcomes.

Responsibilities

• Manage customer inquiries, complaints, and escalations across multiple channels, ensuring timely and effective resolution while maintaining a high standard of customer service.
• Serve as the primary point of contact for customers, providing professional, empathetic, and solutions-focused support throughout the customer lifecycle.
• Proactively engage customers to strengthen relationships, improve satisfaction, encourage repeat purchases, and enhance overall customer retention.
• Coordinate with internal teams, including Production, Sales, Marketing, and Operations, to resolve customer concerns and ensure a seamless customer experience.
• Maintain accurate records of customer interactions, orders, complaints, and resolutions within designated systems and platforms.
• Monitor and report on customer service and customer success metrics, including response times, resolution rates, customer satisfaction, and retention performance.
• Identify customer pain points and recommend process improvements to enhance service efficiency, customer experience, and operational effectiveness.
• Manage day-to-day customer support activities across e-commerce platforms, ensuring smooth order processing, fulfillment coordination, and delivery tracking.
• Monitor product listings, inventory updates, pricing accuracy, and overall platform performance to ensure an optimal online shopping experience.
• Analyze customer feedback, purchasing behavior, and engagement trends to identify opportunities for service improvements and revenue growth.
• Support the execution of digital campaigns, promotions, and product launches in collaboration with marketing and creative teams.
• Identify and escalate platform-related issues, coordinating with relevant stakeholders to ensure prompt resolution and minimal disruption to customers.
• Contribute to the development and refinement of customer service processes, engagement strategies, and customer success initiatives.

Requirements

• Bachelor's Degree, HND, or equivalent qualification.
• Minimum of 3 years' experience in Customer Service, Customer Success, or E-commerce Operations.
• Experience supporting customers through digital platforms and online sales channels.
• Familiarity with e-commerce platforms, order management systems, and customer relationship management (CRM) tools.
• Strong customer service orientation with the ability to manage challenging situations professionally.
• Excellent verbal and written communication skills.
• Strong problem-solving, organizational, and time management skills.
• Ability to manage multiple priorities and high volumes of customer interactions effectively.
• Proficiency in data tracking, reporting, and performance analysis.
• Strong attention to detail and commitment to delivering exceptional customer experiences.
• Ability to work collaboratively across cross-functional teams in a fast-paced environment.