Customer Experience Assistant | Casual

Respond to live customer enquiries via live chat
Manage all customer questions on social media direct messages Facebook and Instagram
Manage customer service communications daily which includes
organising exchanges/refunds or faults to be replaced
keeping an accurate log of all faulty pairs/returns and key issues from customers
organising credits-coupons for customers if necessary
managing fraud cases

Monitor and respond to all reviews on Product Review, Google Reviews and Facebook Reviews
Customer Service Monthly report includes retention rates and NPS score
Managing wholesale enquiries:
Receive wholesale enquiries via HappyFox
Send to CEO for approval (CEO confirm which Terms and Conditions, Currency and Margin)
Send wholesaler Terms and Conditions, Currency and Margins
If stockist signs Terms and Conditions send to CEO and email the Stockist Supply Chain Manager, Bookkeeper and Marketing Director emails details so they can process orders, assist with marketing and oversee payments
Set up a wholesale account on woo-commerce for Stockist

Yotpo and website approval of customer reviews daily customer
Monthly coupon-product sales tracking
Give a Pair sales (tracking monthly)
Coupons
Bundle Packs
At least 2 to 3 years of relevant experience for the role
Must have experience in handling an e-commerce/retail account
Must have experience in basic social media management and chat
Has excellent communication skills and with an outgoing personality, confidence, leadership skills and creativity.
Comfortable to handle phone, chat and email communication in a professional way