Reporting to: E-Commerce Operations Supervisor
Job Summary
The E-Commerce Operations Analyst is integral to the smooth execution of the company’s e-commerce operations. This role focuses on delivering an exceptional customer experience through efficient communication, seamless back-end operations, and meticulous shipment coordination. The ideal candidate is experienced in managing front-facing customer interactions, operational processes, and ensuring real-time updates to enhance overall service quality and client satisfaction.
Key Responsibilities
System Monitoring and Reporting
Actively monitor the performance of the company website and applications to ensure uninterrupted service.
Detect and escalate technical issues to the relevant teams for immediate resolution.
Provide regular feedback to improve system usability and customer interface efficiency.
Customer Service and Experience
Respond to customer inquiries across email, phone calls, WhatsApp, social media, and live chat within 15 minutes, maintaining a professional and empathetic tone.
Ensure all interactions are solution-focused, leaving customers with a positive experience.
Anticipate customer needs by proactively offering information and resolving potential concerns.
Work closely with sales and marketing teams to educate customers about services, converting inquiries into long-term engagements.
Gather and report customer feedback to inform process improvements and enhance client satisfaction.
Order and Request Management
Accurately update and track the status of all customer requests across the company’s service areas in real-time.
Create and manage tickets for customer issues, ensuring timely follow-ups and resolution.
Maintain a structured process for addressing pending tasks, ensuring no request is overlooked.
Shipping and Delivery Coordination
Coordinate and manage the sorting of items for delivery, ensuring timely and accurate fulfillment.
Prepare and review shipping documents for imports and exports, adhering to IATA and IAC regulations.
Track and monitor shipments on third-party platforms, providing customers with real-time updates from dispatch to delivery.
Work with the fleet team to ensure member packages are delivered correctly and on time.
Operational Reporting
Generate daily turnover reports detailing task status, shipment progress, and pending issues.
Share reports with management and the incoming team to ensure continuity and clarity in operations.
Provide actionable recommendations based on operational insights to drive continuous improvement.
Requirements:
Educational Qualifications
Bachelor’s degree in Business, Marketing, Economics, or a related field.
2 years experience working in a busy customer forcused environment
Experience in E-Commerce is an added advantage
Experience in Logistics is an added advantage
Skills and Experience
Experience in customer service, social media management, Back end Logistics operations is A MUST
A strong commitment to providing excellent customer service.
Excellent written and verbal communication skills.
Outstanding interpersonal skills, with the ability to quickly build rapport with customers.
Proficiency in Microsoft applications, including Word, Excel, PowerPoint, and Outlook.
Ability to multitask and work comfortably in a fast-paced environment.
Ability to work with minimal supervision and take initiative.
Kindly include your salary expectation on the application
Interested and qualified candidates should forward their CV to: careers@aquantuo.com using the position as subject of email.Deadline for Application: 22nd January 2025
Apply via :
careers@aquantuo.com