Shopamoja
Location: Kariakoo, Dar es Salaam, Tanzania
Job Type: Contract
Company Overview:
Shopamoja is a leading eCommerce platform specializing in stylish and trendy clothing outfits. We pride ourselves on delivering high-quality products and exceptional customer service. We are seeking a passionate and dedicated Customer Experience Specialist to join our team and help us provide an unparalleled shopping experience for our customers.
Job Description:
As a Customer Experience Specialist at Shopamoja, you will be the first point of contact for our customers, providing support and ensuring a smooth shopping experience. You will handle inquiries, resolve issues, and offer styling advice to help customers find the perfect outfit. Your role is crucial in maintaining our brand’s reputation for excellent customer service and building lasting relationships with our customers.
Key Responsibilities:
– Customer Support: Respond to customer inquiries related to product details, sizing, fit, order status, shipping, returns, and exchanges via email, chat, phone, and social media.
– Styling Advice: Offer personalized styling tips and outfit recommendations to customers, helping them choose items that suit their preferences and needs.
– Issue Resolution: Address and resolve customer complaints and issues promptly, ensuring a positive and satisfactory resolution.
– Customer Feedback: Collect and analyze customer feedback to identify trends and areas for improvement in our products and services. Share insights with the product and marketing teams.
– Order Management: Assist customers with placing orders, tracking shipments, and processing returns and exchanges.
– Knowledge Base Management: Maintain and update a comprehensive knowledge base, including FAQs and styling guides, to assist customers in finding information quickly.
– Cross-Department Collaboration: Work closely with the Marketing, Product Development, and Operations teams to enhance the overall customer experience.
– Performance Metrics: Track and report on key customer service metrics, such as response times, resolution rates, and customer satisfaction scores.
– Continuous Improvement: Stay up-to-date with fashion trends and best practices in customer service and eCommerce to continually enhance the customer experience.
Qualifications:
– Proven experience in a customer service or customer experience role, preferably in the fashion or eCommerce industry.
– Strong understanding of clothing products, including fabrics, sizing, and styling.
– Excellent communication skills, both written and verbal.
– Strong problem-solving abilities and a customer-centric mindset.
– Familiarity with customer support tools and platforms (e.g., Zendesk, Freshdesk, Salesforce).
– Ability to multitask and manage time effectively in a fast-paced environment.
– Empathy, patience, and a positive attitude when dealing with customers.
– Bachelor’s degree in Fashion, Business, Communications, Marketing, or a related field is a plus.
What We Offer:
– Competitive salary and benefits package.
– Opportunities for career growth and development.
– A collaborative and inclusive work environment.
– Discounts on Shopamoja clothings.
– Flexible work arrangements (if applicable).
How to Apply:
If you’re passionate about fashion and providing exceptional customer experiences, we’d love to hear from you! Please submit your resume and a cover letter detailing your relevant experience and why you’re the perfect fit for this role.
NB: Send the above attachment needed via : info@shopamoja.com