Merchandise & Customer Support Associate

Customer Service & Community Support

· Provide prompt, professional, and friendly responses to customer queries / complaints / communication received via:

• Website
• Email
• Social media platforms
• Phone calls / WhatsApp

· Resolve customer concerns related to:

• Orders
• Deliveries
• Payments
• Product information
• Returns or exchanges
  E-commerce & Order Management
• · Assist in managing website orders and backend order processing.
• · Monitor stock availability and flag low inventory items.
• · Help update product listings, pricing, descriptions, and availability on the online store when needed.

Administrative & Team Support

• · Maintain organized records of orders, vendors, invoices, and customer interactions.
• · Assist the MARCOM team during campaigns, fundraising drives, exhibitions, and events.
• · Support basic data collection and reporting related to merchandise sales performance.

Issue Tracking & Reporting

• · Maintain detailed logs of customer issues, complaints, and resolutions.
• · Track response times and issue closure status.
• · Prepare periodic customer service and quality reports for the MARCOM Director.
• · Identify recurring issues and recommend process improvements

Merchandise Operations Support

· Additionally support the Store Manager with:

• Vendor follow-ups
• Inventory coordination
• Product dispatch tracking
• Packaging coordination when required

· Coordinate with delivery and logistics partners to ensure timely and accurate dispatches.

· Follow up on delayed shipments, failed deliveries, and customer escalations.

Requirements

• Graduate with degree in any discipline
• Minimum 2 years of relevant experience in customer service and management and managing logs