Dezigntees
E-commerce
Customer Service & Order Manager
About this role
Dezigntees is recruiting a Customer Service & Order Manager for its operations in Yaba, Lagos under a hybrid work model. This role oversees online/offline customer inquiries, order processing, custom print order verification, dispatch and logistics tracking, returns and exchanges, and post-purchase customer satisfaction.
Key Responsibilities-
Customer Communication & Support: Respond to inquiries across phone, email, WhatsApp Business, and social media channels regarding product specs, sizing, pricing, and order status.
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Order Processing & Verification: Review customer orders from online and offline channels, verifying print selections, quantities, sizes, custom artwork, and payment confirmations.
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Fulfillment & Logistics Tracking: Coordinate with production, dispatch, and delivery partners to monitor orders from confirmation through to doorstep delivery.
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Returns & Issue Management: Handle return requests, exchanges, damaged/incorrect item investigations, and process approved refunds in line with company policy.
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Reporting & CRM Maintenance: Maintain customer records, track delivery exceptions, and generate reports on customer inquiry trends and complaint resolution.
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Core Competencies: E-commerce order management, customer relationship management (CRM), complaint resolution, dispatch coordination, and spreadsheet record keeping.
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Tools & Software: Proficiency in Microsoft Office, Google Workspace, CRM platforms, and multi-channel customer communication tools (WhatsApp Business, social media platforms).
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