MidFull TimeEN
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.
Sales Team
Customer Care Team
Merchandising & Planning
Logistics & Fulfilment
Marketing & CRM
Tech & Product
Customers and prospects
Delivery and fulfilment partners
Third-party service providers
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
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
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
Bachelor’s degree or equivalent experience in Business, Sales, Customer Service, Hospitality, or a related field is desirable
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
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
English (mandatory)
Additional language skills are an advantage
Customer Focus
Collaboration
Attention to Detail
Managing Multiple Priorities
Problem Solving
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
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
