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about 2 months ago
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Requirements and responsibilities
As our Customer Journey Specialist, you are the heartbeat of our post-purchase experience. You aren't just "customer support"; you are the bridge between our customers, our vendors, and our logistics partners. Your mission is to ensure that from the moment a customer clicks "buy" to the moment the package hits their doorstep, the process is seamless, transparent, and error-free.Key ResponsibilitiesFront-Line CommunicationAct as the primary point of contact for customers across Calls, WhatsApp and all Social Media platforms.Provide real-time updates and expert answers to product inquiries or order status questions.Maintain a friendly, professional, and helpful brand voice in every digital interaction.Vendor & Partner ManagementLiaise daily with partners and vendors to confirm order accuracy and production timelines.Proactively identify potential delays and work with vendors to resolve them before they impact the customer.Hold partners accountable for quality standards and fulfillment deadlines.Logistics & 3PL OrchestrationManage the "Order-to-Delivery" cycle by coordinating closely with our 3rd Party Logistics (3PL) provider.Monitor fulfillment dashboards to ensure orders are picked, packed, and shipped correctly.Troubleshoot shipping exceptions (e.g., lost packages, incorrect addresses) and provide swift resolutions.Problem Resolution & Quality ControlOwn the "mistake recovery" process—investigating errors, managing returns/exchanges, and ensuring the customer feels valued despite the hiccup.Analyze recurring issues in the fulfillment cycle and suggest improvements to prevent future friction.Required Skills & QualificationsMultichannel Mastery — You can juggle WhatsApp, DMs, and emails without losing your cool.Operational Grit — You enjoy the "puzzle" of logistics and tracking down missing information.Relationship Building — You know how to be firm with vendors while staying collaborative.Attention to Detail — You spot a typo in a shipping address or an error in an invoice from a mile away.What Success Looks LikeResponse Time: Maintaining a high-speed response rate on social channels.Fulfillment Accuracy: Reducing the percentage of "order errors" through proactive vendor follow-up.Customer Sentiment: Turning frustrated customers into brand advocates through exceptional problem-solving.How to Apply: Ready to build the future of wellness with us? 🌿Send your CV to: admin@semsem.me
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