Customer Support Officer

Our client is seeking a Customer Support Officer to manage all customer communication from order confirmation to final delivery, ensuring clarity, reassurance, timely resolution, and a consistently high-quality customer experience.

The Customer Support Officer serves as the primary point of contact between the company and its customers. This role handles inquiries, complaints, delivery coordination, and post-purchase communication while maintaining accurate records and safeguarding brand trust.

Key Responsibilities

Customer Communication

• Respond promptly and professionally to customer inquiries via:

  • Instagram and other social media DMs

  • Email

  • Phone calls

• Provide accurate product information and real-time order status updates

• Assist customers with:

  • Order placement

  • Order modifications

  • Address corrections

  • Delivery clarifications

Order & Delivery Coordination

• Proactively communicate with customers from dispatch through final delivery

• Liaise with the Fulfilment Admin and operations team to confirm:

  • Dispatch status

  • Delivery timelines

• Communicate with last-mile delivery partners to resolve delays or delivery issues

Issue Resolution

• Handle customer complaints calmly, professionally, and efficiently

• Escalate unresolved, complex, or sensitive issues when required

• Ensure all complaints are properly documented and followed through to resolution

Sales & Retention

• Identify opportunities to upsell or recommend relevant products during customer interactions

• Close sales where appropriate while maintaining a polite, non-pushy approach

• Uphold brand tone and customer trust at all times

Documentation & Reporting

• Maintain daily customer support logs, including:

  • Number of inquiries handled

  • Complaints received and resolved

  • Pending issues

  • Sales conversions from support interactions

• Submit accurate end-of-day reports