Digital Customer Service Executive

Position ( NEED SOME ONE FROM MATTRESS INDUSTRY ONLY ) ****

Digital Customer Service Executive

Department

Customer Support / CRM

Reporting To

CRM Head / Customer Experience Manager

Job Description (JD)

Digital Sales & E-commerce Executive

Role Overview

The Digital Sales & E-commerce Executive will be responsible for handling online customer inquiries, converting leads into sales, and managing e-commerce order processing. The role focuses on driving digital sales, achieving assigned targets, and ensuring smooth order fulfillment through online channels.

Key Responsibilities

* Lead Handling & Customer Interaction

Handle customer inquiries received through Website, WhatsApp, and digital campaign platforms. Understand customer requirements and guide them in selecting the right products.

* Sales Conversion

Actively engage with customers to convert inquiries into confirmed sales orders through proper product explanation and follow-ups.

* Achieve Sales Targets

Work towards achieving the monthly sales targets assigned by the company through effective lead conversion and customer engagement.

* Lead Follow-ups

Regularly follow up with potential customers to improve lead-to-order conversion rates and ensure no potential sales opportunity is missed.

* E-commerce Order Processing

Monitor and process orders received through e-commerce platforms such as Flipkart, Amazon, and other marketplaces.

* Order Coordination

Coordinate with warehouse, dispatch, and logistics teams to ensure accurate order processing and timely delivery.

* Order & Sales Tracking

Maintain proper records of customer inquiries, sales conversions, and order details and share updates with the management team when required.

* Customer Support During Purchase Journey

Provide customers with product details, pricing, offers, delivery timelines, and order updates to ensure a smooth buying experience.

Skills Required

Good communication and sales skills

Ability to convert customer inquiries into orders

Basic knowledge of e-commerce platforms and order processing

Familiarity with Google Sheets / Excel for order tracking

Strong follow-up and customer handling ability