Job Purpose
The Sales and Customer Care Associate will support day-to-day sales operations and deliver exceptional service across customer touchpoints. This role is operationally focused, combining customer-facing communication with order management, product knowledge, and administrative tasks to ensure a seamless experience for customers and effective support for the sales function.
The role contributes to revenue growth by converting enquiries, resolving customer issues, and maintaining accurate records while working closely with Sales, Customer Care, Merchandising, and Logistics teams.
Reporting, Interaction Lines & Relationships
Key Internal Relationships
- Sales Team
- Customer Care Team
- Merchandising & Planning
- Logistics & Fulfilment
- Marketing & CRM
- Tech & Product
Key External Relationships
- Customers and prospects
- Delivery and fulfilment partners
- Third-party service providers
Essential Roles & Responsibilities
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.
