Relationship Manager at Pack'N'Pay

Job Summary

We are seeking a proactive and customer-focused Relationship Manager to manage customer interactions, drive engagement, and increase repeat sales for PNP Lite.

The ideal candidate will serve as the key point of contact for customers, ensuring a seamless experience from order placement to delivery, while also driving customer retention and business growth.

Key Responsibilities

Customer Experience & Support

• Serve as the primary point of contact via WhatsApp, phone, and digital channels 
• Respond promptly to customer inquiries, complaints, and order-related issues 
• Provide clear communication on pricing, delivery timelines, and order status 
• Resolve customer issues efficiently while maintaining a positive experience 

Order Management & Coordination

• Confirm customer orders accurately before processing 
• Coordinate with operations and logistics teams to ensure timely delivery 
• Follow up on completed deliveries to confirm customer satisfaction 
• Escalate delivery or stock-related issues promptly 
• Ensure all customer interactions and orders are properly documented 

Customer Engagement & Growth

• Build and maintain strong relationships with customers across all segments 
• Track customer preferences, buying patterns, and feedback 
• Proactively engage customers to encourage repeat purchases 
• Execute reorder reminders and customer engagement campaigns 
• Promote bundles, loyalty credits, and referral initiatives 
• Identify opportunities to increase order frequency and average order value 

Community & Retention

• Manage and engage customer communities (e.g., WhatsApp groups) 
• Support onboarding of new and partner-channel customers 
• Ensure a smooth and consistent customer experience across all touchpoints 
• Collect testimonials and customer feedback 

Reporting & Insights

• Maintain accurate and up-to-date customer records in CRM 
• Track daily and weekly customer service metrics 
• Report on customer satisfaction, complaints, and recurring issues 
• Provide insights to improve service delivery and customer experience 

Requirements

• Minimum of 2–3 years experience in customer service, relationship management, or sales 
• Strong communication and interpersonal skills 
• High level of organization and attention to detail 
• Ability to multitask and work in a fast-paced environment 
• Customer-focused with a proactive and problem-solving mindset 
• Experience with CRM tools is an added advantage