Customer Support Officer

A reputable organization seeks a dedicated individual for this role. Role Objective - Turn every enquiry into a confirmed, paid order. Build trust fast. Upsell when possible. Follow through until delivery is completed. Key Responsibilities: - Convert enquiries from WhatsApp, calls, website, and social media into sales - Ask the right questions, recommend alternatives, and close the sale - Follow up on abandoned carts and pending orders until payment is made - Present promos, bundles, and substitutes when items are out of stock - Confirm delivery timelines and push for same-day or fastest delivery where possible - Handle complaints politely while retaining the sale - Call customers if there’s any delay and give clear solutions - Track every order from enquiry to delivery confirmation - Keep daily logs of enquiries, sales closed, and reasons for lost sales KPIs (Performance Targets) - Conversion rate (% enquiries that become paid orders) - Follow-up response time - Number of orders closed daily - Revenue generated from upsells and cross-sales - Customer satisfaction and repeat orders Requirements: - Experience in customer service, telesales, or e-commerce - Confident speaking on the phone and closing sales - Strong written English and WhatsApp communication skills - Persuasive, patient, and goal-driven - Organized with good follow-up habits - Comfortable working with basic computer tools and WhatsApp Business Added Advantage - Experience with WooCommerce - Background in groceries, baby products, or retail