A. E-Commerce Customer Servicing & Coordination

B. Ecommerce Business improvements

FUNCTIONAL AREAS:

A. E-Commerce Coordination & Customer Service

· Assist online customers related to their purchase, delivery and returns or orders via email, WhatsApp, online chat or phone

· All the COD orders need to be confirmed through phone call on daily basis and translate all the Arabic orders in English

· Need to update the address for COD orders, generate the courier packaging label (AWB No’s), create sales order in Orion and pull the invoice records into ecommerce order processing template for all the orders on daily basis

· Update customers promptly with information about their orders on day-to-day basis

· Strong understanding of ecommerce website to serve the customers efficiently with help of online chat, WhatsApp and phone calls

· Tracking the customer journey across the websites with help of back-end panel in order to bring the conversion and convert the potential visitors into customers through online chat and WhatsApp

· Professionally deal with potential complaints / other queries and assist customers on chat and toll-free number on products

· Need to initiate to obtain high number of user-generated content such as reviews and recommendations post conversions

· Liaise between the warehouse and courier companies on daily basis to make ensure that the order fulfilment is processed 100%.

· Manage possible returns and exchanges – sole responsible to reduce the loss of sale ratio by maintaining a proper track record for each shipment. Loss of sale report need to be generated on monthly basis and send it to HOD by 5thof every month

· COD payment status need to be updated on our internal system every 15 days once and follow up with Aramex for pending payments. If there is any discrepancy, then escalate it to concern person.

· Need to update the Arabic content on the website and manage the product catalogue in English and Arabic every week.

B. Ecommerce Business improvements & reports

· To work towards improvement of sales.

· Monitor the stock of assigned country

· To maintain reports on daily /weekly and monthly basis.

· Updating sales data on regular basis

· To work towards achieving assigned monthly and annual sales target.