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