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.

Deadline for Application: 22nd January 2025.