E-commerce & Customer Experience Supervisor

Responsibilities:

Website & Platform Management: 

• Perform daily checks on the e-commerce platform to ensure all products are displayed correctly, links are working, and the checkout process is seamless.
• Update product inventory on the website in real-time to prevent overselling.
• Manage product reviews and feedback on the website, addressing any negative comments promptly and professionally. 

Customer Support: 

• Act as the main point of contact for customer inquiries via email, chat, and phone.
• Respond to customer questions about products, orders, delivery times, and subscription details. 
• Proactively send shipping notifications and delivery updates to manage customer expectations. 
• Handle any issues, such as missing or damaged packages, and resolve them quickly and empathetically. 

Subscription & Special Offers Management: 

• Overseeing the subscription service, including managing recurring payments, addressing member-specific requests, and working on strategies to expand the base and reduce churn by personalised follow-ups for vulnerable subscribers. 
• Collaborate with management to develop and promote other special offerings aimed at creating additional value for our customers. 

Customer Retention & Loyalty:

• Monitor key customer metrics, such as repeat purchase rate and customer lifetime value (CLTV). 
• Manage our customer loyalty program, ensuring points are awarded and redeemed correctly. 
• Send out post-purchase follow-up emails to collect feedback and encourage reviews. 

Analysis & Reporting: 

• Generate weekly reports on sales, website traffic, and customer satisfaction metrics to share with the rest of the team. 
• Use customer data to identify trends and suggest improvements to the product offerings or marketing strategy. 

Requirements:

• 2-3 years of proven experience in e-commerce management and customer service.
• Minimum of HND/B.Sc academic qualification.
• Familiarity with e-commerce platforms (e.g., Shopify, WooCommerce).
• Strong communication and interpersonal skills, with a genuine passion for helping customers. 
• Excellent analytical skills and experience with data-driven decision-making.
• A high degree of empathy and patience when dealing with customer issues.
• Ability to work independently and manage multiple projects simultaneously. 

Location: Ajah, Lagos

Remuneration: NGN 100,000 – 250,000. 

Working Hours: 8 A.M. - 5 P.M.

How to Apply: Interested candidates should submit their CV and a cover letter explaining why they are a suitable fit for this role.