Role & responsibilities RESPONSIBILITIES: • Systematically organize and manage digital content (images, videos, copy)for organic webpage as well for other marketplace stakeholders . Update existing product content on both brand and marketplace like(Amazon,Myntra) while adding new products where applicable. Coordinate with E-Commerce teams to ensure product content is accurate, correctly nested, and properly distributed. Portray a positive image of Koskii during interactions with all key eCommerce customer contacts, including marketplace stakeholders and merchandise team. Manage online merchandising, advertising, and marketing at Amazon/Myntra Manage the trade spending budget, pricing, and contracts for key eCommerce customers. Preferred candidate profile Graduate/Diploma holder from any discipline • Three (3) years successfully managing digital assets and online catalogues for e-commerce and/or three (3) years • Understanding of e-commerce best practices including product page optimisation, online advertising, and SEO. • Working knowledge of general trade spending, sales planning, forecasting, promotion management, and pricing execution. • Must be very organised with strong attention to detail. • History and track record of executional excellence; ideally in E-commerce organisations. • Ability to take ownership and self-starter. • Well versed in excel (MS Office) • Good in English language
Job Summary: We are seeking a highly motivated and customer-centric Customer Support Specialist with proven experience in the ecommerce industry. The ideal candidate will be responsible for providing exceptional support to our customers across various channels, resolving inquiries efficiently, and ensuring a positive customer experience. You will be a vital link between our customers and our company, contributing to customer satisfaction and loyalty. Responsibilities: Provide Excellent Customer Support: Respond promptly and accurately to customer inquiries via email, phone, chat, and social media. Resolve customer issues related to orders, shipping, returns, refunds, product information, and account management. Proactively identify and address potential customer concerns. Maintain a professional and empathetic tone in all customer interactions. Ecommerce Expertise: Demonstrate a strong understanding of ecommerce processes, including order fulfillment, payment processing, and shipping logistics. Troubleshoot and resolve technical issues related to the online store and customer accounts. Stay up-to-date on product information, promotions, and company policies. Order Management: Assist customers with order tracking, modifications, and cancellations. Process returns, exchanges, and refunds accurately and efficiently. Investigate and resolve order discrepancies. Customer Relationship Management (CRM): Maintain accurate and detailed records of customer interactions in the CRM system. Identify trends in customer feedback and report them to the relevant teams. Contribute to the development of customer support resources and FAQs. Collaboration and Communication: Collaborate with other departments (e.g., sales, marketing, logistics) to resolve customer issues. Provide clear and concise communication to customers and internal teams. Escalate complex issues to senior support staff or management as needed. Performance Metrics: Meet or exceed established performance metrics, such as response time, resolution time, and customer satisfaction scores. Contribute to the ongoing improvement of customer support processes. Qualifications: Minimum of 1 years of experience in customer support, preferably in the ecommerce industry. Proven ability to provide exceptional customer service in a fast-paced environment. Strong understanding of ecommerce platforms and processes. Excellent written and verbal communication skills. Proficiency in using CRM software and other customer support tools. Strong problem-solving and analytical skills. Ability to multitask and prioritize tasks effectively. Positive attitude and a customer-centric mindset. Ability to work independently as well as part of a team. Familiarity with common ecommerce platforms like Shopify, or similar is a plus. Preferred Qualifications: Experience with [Shopify, help desk software, or other relevant tools]. Experience with social media customer support. Multilingual abilities.Role & responsibilities Preferred candidate profile
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