Sales and Customer Care Associate

Job Purpose

**Reporting, Interaction Lines & Relationships**

• ****Key Internal Relationships****
• Sales Team

• Tech & Product

• ****Key External Relationships****
• Customers and prospects
• Delivery and fulfilment partners
• Third-party service providers

**Customer Care & Sales Support**

• Respond to customer enquiries across phone, email, chat and social channels with professionalism and accuracy
• Convert sales enquiries into orders by understanding customer needs and recommending appropriate products or services
• Provide product information, stock availability, sizing guidance and order updates to customers
• Resolve customer issues and escalations promptly, liaising with relevant teams to achieve satisfactory outcomes
• Process orders, amendments, cancellations and refunds in line with company policy

**Order Management & Administration**

• Maintain accurate order records and update CRM and order management systems
• Monitor order fulfilment and delivery status, proactively communicating exceptions to customers and internal teams
• Assist with returns handling and post-sale enquiries, ensuring compliance with returns policy
• Support invoicing, payment reconciliations and simple billing queries as required

**Operational & Cross‑Functional Support**

• Work closely with Merchandising and Logistics to confirm product availability and delivery timelines
• Support Sales and Marketing initiatives, including campaign execution and customer outreach
• Maintain and update customer records, knowledge bases and FAQ resources
• Provide feedback to product and UX teams based on customer input and recurring issues
• Assist with ad hoc projects and process improvement initiatives to enhance efficiency and customer satisfaction
• ****Job Requirements****
• ****Education****
• Bachelor’s degree or equivalent experience in Business, Sales, Customer Service, Hospitality, or a related field is desirable

Experience

• 1–3 years’ experience in customer service, retail sales, e-commerce customer care, or a related role
• Experience using CRM, order management or ticketing systems is advantageous
• ****Knowledge & Skills****
• Excellent verbal and written communication skills in English
• Strong customer focus with a calm, empathetic and solution‑oriented approach
• Proficient with Microsoft Office or Google Workspace; comfortable working with CRM and spreadsheets
• Good organisational skills, with high attention to detail and the ability to manage multiple priorities
• Basic commercial awareness and the ability to identify upsell opportunities
• Ability to work effectively in a fast‑paced, team-oriented environment
• ****Languages****
• English (mandatory)
• Additional language skills are an advantage
• ****Core Competencies****
• Customer Focus
• Collaboration
• Attention to Detail

• Managing Multiple Priorities

• Problem Solving
• ****KPIs****
• Customer satisfaction and quality of service (CSAT/NPS)
• Response and resolution times across channels
• Order accuracy and timeliness of fulfilment support
• Conversion rate from enquiries to sales
• Adherence to process and quality standards
• ****What's in it for you...****
• Opportunity to develop customer care and sales skills within a fast‑paced e‑commerce environment
• Work with cross‑functional teams and contribute to visible commercial outcomes
• Clear development paths and access to training
• Be part of a diverse and supportive team
• ****Disclaimer****
• Statements in this job description are intended to reflect, in general, the duties and responsibilities of the position and are not to be interpreted as totally inclusive.