Customer Support Associate

The Customer Support Associate will manage communications with customers through various social media platforms, oversee order dispatch and coordination, and ensure customer satisfaction by collaborating with the florist and delivery teams. The role also involves managing customer order details, recording payments, and handling payment reconciliation.

Key Responsibilities

1. Customer Engagement

Respond to customer messages on social media platforms (Instagram, Facebook, WhatsApp, TikTok, Linkedin).

Handle customer calls and provide information or support.

Reply to comments on social media posts in a timely and professional manner.

2. Order Management

Coordinate with the florist team to ensure bouquets and other floral arrangements are prepared according to customer specifications.

Liaise with the delivery team to ensure timely dispatch and delivery of orders.

Update customers on their order status and promptly resolve any delivery issues.

3. Customer Database Management

Accurately record and manage customer order details in the customer database.

Maintain up-to-date customer information, including contact details, order history, preferences, and delivery instructions.

Ensure the database is organized, updated regularly, and compliant with data protection regulations.

4. Payment Management

Record and track payments made by customers for orders through different channels (cash, digital payments, etc.).

Reconcile payments with the order management system to ensure accuracy.

5. Customer Service

Address customer complaints and queries, providing solutions or escalating them when necessary.

Ensure positive customer experiences and maintain excellent service levels.

6. Operational Coordination

Assist in the smooth dispatch of orders by coordinating logistics and following up on pending orders.

Monitor stock levels and communicate with the inventory team to avoid shortages of flowers, plants, or gift items.

Key Skills & Qualifications

Strong communication and interpersonal skills.

Proficiency in social media platforms (Instagram, Facebook, WhatsApp, TikTok).

Basic knowledge of order management, customer database systems, and payment reconciliation.

Ability to multitask and coordinate with different departments.

Previous experience in customer service, social media management, or a related field is a plus.

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