Senior Associate: Customer Experience & Sales

Senior Associate Customer Experience & Sales

Responsibilities:

• Handle all customer queries, complaints, and feedback received via email, WhatsApp, calls, and social media with empathy and professionalism.
• Ensure timely responses and resolutions, maintaining high customer satisfaction scores (CSAT) and first response time (FRT) benchmarks.
• Collaborate with internal teams including operations, logistics, and marketing to ensure smooth order fulfilment, returns, and exchanges.
• Maintain updated records of customer interactions and issues in CRM tools, ensuring accurate reporting and follow-up actions.
• Identify recurring issues and propose process improvements to enhance the overall customer experience.
• Coordinate with courier and warehouse partners to resolve delivery or product-related escalations.
• Monitor and report key metrics such as response time, resolution time, and customer satisfaction to management.
• Draft communication templates and SOPs for consistent tone and service quality across all touch points.
• Gather customer insights and feedback to share with the product and marketing teams for continuous improvement.
• Assist in implementing loyalty programs, feedback surveys, and retention initiatives to strengthen customer relationships.
• Stay informed about customer service best practices and industry trends to continually enhance support quality.
• Build deep knowledge of our product portfolio and positioning to offer personalised style advice and help customers find products that fit their needs.
• Generating revenue by upselling, cross-selling & ABC.

Qualifications:

• Bachelor’s degree in Business Administration, Communication, or a related field.
• Proven experience as a Customer Experience Associate or in a similar customer-facing role, preferably in an eCommerce environment.
• Strong communication and interpersonal skills with the ability to handle customers with empathy and patience.
• Proficiency in CRM systems, Excel, and customer support tools
• Excellent problem-solving skills with a customer-first mindset.
• Ability to multitask and work in a fast-paced D2C environment.
• Attention to detail and accountability in managing customer escalations and service quality metrics.

About Somersault: www.somersault.life

We are here to make our way to your baby’s heart by giving them the means to style, comfort and functionality. “Each product is designed and crafted with the most imaginative and thoughtful inputs by the experts”

Founded by new parents themselves, every single product comes from personal experience and professional expertise. Made using the finest fabric, stitched to a comfortable fit followed by 100% safety measures, we only believe in perfect, exactly what your little ball of joy deserves.

”We have worked hard to make Somersault clothing the second-best thing to snuggle your baby after your warm hugs”