E-Commerce Operations & Customer Experience Associate

PHIBRACO / ZED

Key Responsibilities

E-Commerce Order Fulfillment

• Process and coordinate all online orders received through the website and social media platforms.
• Coordinate with branch managers to confirm stock availability and prepare orders.
• Follow up on order preparation, transfers, and dispatching.
• Ensure accurate and timely fulfillment of customer orders.

Customer Service & Communication

• Respond to customer inquiries through WhatsApp, Instagram, website chat, and other communication channels.
• Assist customers with product information, sizing, availability, styling guidance, and order follow-up.
• Handle customer concerns professionally and provide efficient solutions.
• Maintain a high level of customer satisfaction and brand representation.

Shipment & Delivery Coordination

• Coordinate with shipment and delivery partners for order dispatching and tracking.
• Monitor shipment statuses and proactively update customers when needed.
• Handle delivery issues, delays, exchanges, and returns coordination.

Online Sales Support

• Support online sales growth through upselling and cross-selling techniques.
• Suggest complementary products and styling recommendations to customers.
• Assist in improving conversion and customer retention through strong service.

Coordination & Operations

• Coordinate closely with retail branches, the retail manager, and the e-commerce team.
• Ensure smooth communication between branches regarding stock movement and order priorities.
• Help maintain operational efficiency for online sales activities.