Description
Key ResponsibilitiesCustomer CommunicationRespond to customer messages, questions and complaints through Amazon, Noon and other marketplace platforms.Ensure all customer messages are answered within required marketplace response-time SLAs.Provide clear, professional and accurate responses.Handle queries relating to:Order statusDelivery delaysTrackingMissing packagesIncorrect productsDamaged productsCancellationsReturnsRefundsProduct-related questionsOrder Issue ResolutionInvestigate delayed, lost, cancelled or incorrectly delivered orders.Review order history, tracking information and internal system data before responding.Coordinate with the logistics and operations teams to obtain accurate updates.Follow up on orders that are approaching or exceeding their expected delivery dates.Escalate high-risk or unusual cases to the relevant team.Returns & RefundsReview return and refund requests and determine the appropriate resolution.Ensure refunds are issued correctly and only where appropriate.Investigate cases where customers claim non-receipt, damage or incorrect items.Track repeat refund issues and identify possible operational problems.Help prevent unnecessary refunds through proactive communication and problem resolution.Marketplace PerformanceAssist in maintaining strong marketplace customer-service metrics, including:Response-time complianceOrder Defect RateNegative feedbackA-to-Z Guarantee ClaimsLate delivery-related complaintsCancellation-related complaintsMonitor cases that could negatively affect seller account health.Escalate potentially serious marketplace complaints immediately.Assist with responses to Amazon claims, disputes and customer escalations.Feedback & ReviewsMonitor negative seller feedback and customer complaints.Investigate the reason behind negative feedback.Where permitted by marketplace policy, contact customers to resolve their concern.Identify recurring reasons for poor customer experience and report them to management.Coordinate internally to reduce repeated complaints.Logistics CoordinationWork closely with the logistics team regarding shipment delays, failed deliveries and lost shipments.Follow up with courier partners where required.Help determine whether delays are caused by supplier, warehouse, courier or marketplace issues.Ensure customers receive realistic and accurate delivery updates.Internal CoordinationCoordinate with:Marketplace OperationsLogisticsPurchasingCatalogFinanceManagementRaise internal cases when customer issues require investigation by another department.Follow cases through to completion rather than simply forwarding them.ReportingMaintain reports on major customer-service issues.Track key reasons for:RefundsReturnsCancellationsDelivery complaintsLost shipmentsDamaged productsIncorrect productsNegative feedbackHighlight recurring problems and recommend corrective actions.Identify products, suppliers, couriers or processes generating unusually high complaint rates.Requirements