Jobs at Mopheth Group

Job Summary

• The E-commerce Operations Officer is responsible for managing day-to-day operations of the online store, ensuring smooth order processing, inventory management, and customer satisfaction.
• This role involves coordinating with various teams to optimize e-commerce processes and improve operational efficiency.

Duties and Responsibilties

• Oversee order fulfillment processes, including order confirmation, packaging, shipping, and delivery.
• Ensure timely updates of order status and resolve any order-related issues.
• Monitor stock levels and coordinate with the procurement team for replenishments.
• Maintain accurate inventory records and perform regular stock audits.
• Ensure website functionality and troubleshoot any technical issues in coordination with the IT team.
• Respond promptly to customer inquiries, complaints, and feedback via email, phone, or chat.
• Process returns, refunds, and exchanges in accordance with company policies.
• Work closely with delivery partners to ensure timely and accurate deliveries.
• Address and resolve any logistics issues that arise during the shipping process.
• Generate regular reports on sales performance, inventory status, and operational metrics.
• Use analytics to identify areas for improvement and propose solutions to enhance efficiency.
• Coordinate with marketing, sales, and customer support teams to ensure a seamless shopping experience.
• Assist in implementing promotional campaigns and website updates.
• Ensure all operations comply with company policies, industry standards, and legal requirements.

Key Performance Indicators (KPIs)

• Your performance will be assessed every 3 months, with the following Key Performance Indicators (KPIs) taken into consideration:

Attitude to work:

• Positivity-Embrace a positive mindset, infusing enthusiasm into product listings and strategies to drive the online platform's success.
• Adherence to all Organization rules and policies.
• Discipline - level of discipline displayed on the job.

Order Fulfillment and Accuracy:

• Order Processing Time: Average time taken to process and ship orders.
• Order Accuracy Rate: Percentage of orders fulfilled without errors (e.g., wrong item, quantity, or address).
• On-Time Delivery Rate: Percentage of orders delivered within the promised timeframe.

Customer Service:

• Customer Satisfaction Score (CSAT): Feedback rating from customers on their shopping experience.
• First Response Time: Time taken to respond to customer inquiries or complaints.
• Return/Refund Processing Time: Time taken to process customer returns or refunds.

Platform Performance:

• Product Listing Accuracy: Percentage of listings with correct descriptions, pricing, and availability.
• Website Uptime: Percentage of time the e-commerce platform is operational.
• Cart Abandonment Rate: Percentage of customers who leave items in their cart without completing a purchase.

Logistics and Delivery:

• Delivery Cost per Order: Average cost incurred for order delivery.
• Delivery Incident Rate: Number of issues during delivery (e.g., lost or damaged items).
• Shipment Tracking Updates: Percentage of orders with timely and accurate tracking updates.

Sales and Performance Analytics:

• Revenue per Order: Average revenue generated per order.
• Conversion Rate: Percentage of website visitors who complete a purchase.
• Repeat Customer Rate: Percentage of customers making multiple purchases.

Overall Growth and Engagement:

• Traffic Growth: Increase in website or app visitors over time.
• Customer Retention Rate: Percentage of customers retained over a given period.
• Cost Per Acquisition (CPA): Average cost to acquire a new customer through various marketing channels.

Qualifications

• Interested candidates should possess a Bachelor's / Master`s Degree with 2 - 3 years work experience.

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General Job Description

• As a Digital Marketing Creative Manager, you will play a pivotal role in developing and executing comprehensive marketing strategies to enhance our online presence, drive traffic, engage customers, and increase sales.
• Your expertise in digital marketing, encompassing content creation, social media management, and graphic design, will be essential in achieving these objectives.

Duties and Responsibilities

• Develop, implement, and refine digital marketing strategies aligned with the company's goals and target audience to maximize online visibility and reach.
• Oversee and manage various digital marketing channels, including social media, email marketing, search engine optimization (SEO), and online advertising, to optimize performance.
• Create and curate high-quality, engaging content for digital platforms, including blog posts, social media updates, email newsletters, and multimedia content.
• Manage and grow the company's social media profiles by creating, scheduling, and analyzing content, monitoring engagement, and staying up-to-date with social media trends.
• Plan, execute, and analyze email marketing campaigns, including list segmentation, content creation, A/B testing, and performance tracking.
• Optimize website content for search engines (SEO) to improve organic search rankings and manage paid search campaigns (SEM) to drive targeted traffic.
• Design visually appealing and effective graphics, banners, and promotional materials for online marketing campaigns and website enhancements.
• Monitor, analyze, and report on the performance of digital marketing initiatives, providing insights and recommendations for continuous improvement.
• Manage the digital marketing budget effectively, allocate resources efficiently, and optimize spending for maximum ROI.
• Stay informed about industry trends and competitors, conducting regular analysis to identify opportunities and threats..
• Identify and implement strategies to improve website and campaign conversion rates, maximizing lead generation and sales.
• Develop and nurture customer relationships through effective online engagement strategies and customer segmentation.
• Ensure compliance with industry regulations and data protection laws in all digital marketing efforts.
• Giving reports daily on work done to the MD
• Ensure all duties are reported in a timely manner.
• Other duties as assigned.

Key Performance Indicators (KPIs)

• Your performance will be assessed every 3 months by HR/ MD, with the following Key Performance Indicators (KPIs) taken into consideration:

Performance and Creativity:

• Content Quality: Evaluation of the quality and creativity of content produced, including graphics, videos, and written materials.
• Campaign Effectiveness: Measurement of the success of marketing campaigns, including key performance indicators like click-through rates, conversion rates, and engagement metrics.
• Creativity and Innovation: Assessment of the ability to generate innovative and original marketing ideas and creative solutions.
• Design Excellence: Evaluation of the design quality, aesthetics, and visual appeal of marketing materials.
• Content Engagement: Tracking the level of audience engagement with digital content, such as social media likes, shares, and comments.
• Conversion Rate Optimization: Efforts to enhance conversion rates on digital platforms, leading to increased leads or sales.
• Product listing.

Attitude Toward Work and Professionalism:

• Punctuality and Attendance: Consistency in being on time for work and meetings, as well as attendance records.
• Work Ethic: Demonstration of commitment, dedication, and enthusiasm for tasks and projects.
• Proactive Approach: Willingness to take initiative, identify opportunities for improvement, and suggest creative solutions.
• Adaptability: Ability to adapt to changing circumstances, embrace new challenges, and stay updated on industry trends.
• Professional Conduct: Consistent professionalism in interactions with colleagues, superiors, and clients.
• Compliance: Adherence to company policies, procedures, and ethical standards.
• Regulatory Compliance: Compliance with industry-specific regulations and legal requirements.
• Data Security: Adherence to data protection and confidentiality guidelines.
• Health and Safety: Adherence to workplace health and safety rules.
• Ethical Conduct: Demonstrating ethical behavior in all work-related activities.

Innovation and Problem-Solving KPIs:

• Innovative Ideas: Contribution of innovative ideas or solutions to improve creative processes and campaigns.
• Problem-Solving: Effectiveness in identifying and resolving creative challenges and issues.

Education and Experience

• Bachelor's Degree in Marketing, Digital Marketing, Business, or a related field (Master's degree preferred).
• Proven experience in digital marketing with a track record of successful campaigns.
• Proficiency in digital marketing tools and software.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Excellent communication and leadership skills.
• Creative mindset and ability to think outside the box.
• Up-to-date knowledge of digital marketing trends and best practices.
• Proficiency in a variety of design software and tools, including InDesign, Dreamweaver, CorelDRAW, and Photoshop.

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Job Description

• As a Customer Service Personnel, your primary responsibility is to provide exceptional customer service by addressing inquiries, resolving issues, and managing customer feedback and reviews.
• You will play a pivotal role in ensuring a positive customer experience for our e-commerce company's clients.

Duties And Responsibilities

• Engage with customers via multiple communication channels (phone, email, chat, and social media) to provide prompt and courteous assistance.
• Efficiently resolve customer inquiries, including product-related questions, order status, shipping inquiries, and technical support issues.
• Adhering to rules and policies set by the organization.
• Investigate and resolve customer issues, such as order discrepancies, delivery problems, and product defects, with a focus on achieving a satisfactory resolution for the customer.
• Monitor and respond to customer feedback and reviews on various platforms, aiming to address concerns, gather insights, and maintain a positive online reputation.
• Maintain a deep understanding of our product catalog and e-commerce platform, enabling you to provide accurate information and assistance to customers.
• Maintain detailed records of customer interactions, inquiries, and resolutions in the customer support system.
• Collaborate with other departments, such as logistics, sales, and marketing, to resolve complex customer issues and share customer insights.
• Identify opportunities for process improvement, product enhancement, or customer support efficiency and communicate these insights to the relevant teams.
• Create and maintain knowledge resources, FAQs, and tutorials to empower customers with self-service options.

Key Performance Indicators

• These would be appraised every 3 months.

Performance and Customer Service:

• Customer Satisfaction (CSAT): Measure of customer satisfaction based on post-interaction surveys or feedback.
• Net Promoter Score (NPS): Evaluation of customer loyalty and likelihood to recommend the company's products or services.
• Response Time: Average time taken to respond to customer inquiries or issues.
• First-Contact Resolution (FCR): Percentage of customer issues resolved during the initial interaction.
• Issue Resolution Time: Average time taken to resolve customer issues or inquiries.
• Escalation Rate: Percentage of cases escalated to higher levels of support or management.
• Customer Feedback Analysis: Regular analysis of customer feedback to identify trends, areas for improvement, and areas of strength.
• Customer Retention Rate: Percentage of customers retained over a specified period.
• Customer Churn Rate: Percentage of customers lost over a specified period.

Attitude Toward Work and Professionalism:

• Punctuality and Attendance: Consistency in being on time for work and meetings, as well as attendance records.
• Work Ethic: Demonstration of commitment, dedication, and enthusiasm for tasks and responsibilities.
• Proactive Approach: Willingness to take initiative, suggest process improvements, and go the extra mile for customers.
• Adaptability: Ability to adapt to changing circumstances, embrace new challenges, and stay updated on industry trends.
• Professional Conduct: Consistent professionalism in interactions with colleagues, superiors, and clients.
• Compliance: Adherence to company policies, procedures, and ethical standards.
• Regulatory Compliance: Compliance with industry-specific regulations and legal requirements.
• Data Security: Adherence to data protection and confidentiality guidelines.
• Health and Safety: Adherence to workplace health and safety rules.
• Ethical Conduct: Demonstrating ethical behavior in all work-related activities.

Communication and Teamwork:

Communication Skills:

• Effectiveness in conveying information, active listening, and clarity in communication with customers and colleagues.
• Collaboration: Ability to work collaboratively with colleagues, contributing positively to team dynamics.
• Conflict Resolution: Capability to handle customer conflicts constructively and reach resolutions.

Continuous Learning and Development

• Training and Development Participation: Actively engage in training and development opportunities to enhance skills and knowledge.
• Certifications: Attainment of relevant customer service certifications or qualifications.

Process Improvement

• Process Efficiency: Contribution to process improvement initiatives that enhance customer support efficiency.
• Feedback Implementation: Effectiveness in implementing customer feedback-driven improvements in processes or policies.

Requirements

• Candidates should possess a Bachelor's Degree with 2 years of work experience.