Role Overview :
Dr. Scent is looking for a proactive and customer-focused Customer Service Executive to join our team.The role will be responsible for managing the complete customer journey from handling new leads and inquiries to order follow-up, issue resolution, customer retention, and building long-term customer relationships.
Key Responsibilities :
- Handle customer calls, inquiries, requests, and complaints.
- Follow up with new leads and support customer conversion.
- Manage customer orders from confirmation through successful delivery.
- Resolve customer complaints and ensure proper follow-up until closure.
- Build strong relationships with existing customers and support customer retention.
- Follow up with inactive customers and support reactivation activities.
- Identify upselling and cross-selling opportunities.
- Monitor refill opportunities and encourage repeat purchases.
- Collect customer feedback and support continuous service improvement.
- Coordinate with sales, delivery, and other internal departments.
- Maintain accurate customer and order information and support sales process audits.
What We’re Looking For :
- Strong customer service and relationship management skills.
- Experience in e commerce and website management is mandatory.
- Excellent communication and follow-up abilities.
- Customer-focused and solution-oriented approach.
- Strong coordination and problem-solving skills.
- Ability to manage customer complaints professionally.
- Sales awareness with the ability to identify retention, upselling, and cross-selling opportunities.
- Organized, detail-oriented, and comfortable managing multiple customer cases.
