to manage end-to-end customer support, order processing, stock coordination, dispatches, and daily reporting, while actively helping convert enquiries into sales.
This role requires someone who is
punctual, fast, organised, polite, detail-oriented, and fluent in English
, with a strong sense of ownership.
Key Responsibilities
1. Customer Support & CRM
? Respond to customer queries across
WhatsApp, Instagram, email, and calls
.
? Assist customers with
product details, sizing guidance, stock availability, and recommendations
.
? Ensure
quick response time
and zero pending queries.
? Handle
returns, exchanges, refunds, and complaints
smoothly and empathetically.
? Maintain a polite, professional, and fluent English communication tone at all times.
? Log all customer interactions and follow-ups accurately.
2. Sales Conversion & Follow-ups
? Convert customer enquiries into confirmed orders.
? Follow up on open leads and pending conversations.
? Push sales during launches, offers, and high-traffic periods without being pushy.
? Generate and share
payment links
, track payments received and pending.
3. Order Management & Dispatch
? Check and manage all orders on
Shopify
.
? Coordinate with the warehouse for
packing and dispatch
.
? Ensure
same-day dispatch
wherever possible.
? Share tracking details with customers promptly.
? Track deliveries and follow up on delayed shipments.
? Coordinate porters/couriers when required and ensure orders are received correctly.
4. Stock & Inventory Coordination
? Maintain
inward/outward stock registers
.
? Update shortage, damaged stock, and pending QC items.
? Coordinate stock movement between shelves, warehouse, and dispatch area.
? Keep stock and dispatch areas organised (training will be provided).
5. Reporting & Documentation
? Prepare and submit
daily CRM and operations reports
, including:
o Customer queries and pending issues
o Dispatch and delivery status
o Returns, exchanges, refunds
o Sales leads and conversions
? Escalate delays, issues, or risks immediately.
6. E-commerce & Support Functions
? Assist with basic website checks and flag issues if any.
? Support photoshoot planning and coordination when required (logistics, timelines).
What We Expect
?
Fluency in English
(written and spoken).
? Fast response time and strong follow-up discipline.
? Punctuality and consistency must report on time daily.
? Calm, empathetic, solution-oriented mindset.
? Ability to multitask during busy days and launches.
? Strong sense of problem solving, responsibility and ownership.
? Willingness to learn and grow with the brand.
Required Skills
? Customer Service & CRM
? Sales conversion & follow-ups
? MS Excel / Google Sheets
? Order fulfilment & dispatch coordination
? Stock handling & reporting
? Time management & multitasking
? Clear, polite, customer-first communication
Job Types: Full-time, Permanent
Pay: Up to ?30,000.00 per month
Work Location: In person
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