Twoconnect

Ecommerce

• Manage and respond to customer inquiries across email, social media, and chat with prompt, accurate, friendly communication
• Assist customers with order processing, tracking, cancellations, and changes; coordinate with logistics to resolve delivery issues
• Handle complex cases such as lost parcels; liaise with logistics providers to trace packages, resolve disputes, and recover fees
• Process wholesale orders and enquiries, ensuring accurate invoicing, status updates, and relationship management
• Maintain accurate customer and wholesale account records including order history, returns, and interactions
• Process subscription cancellations, issue refunds, and adjust subscriptions per company policies
• Maintain strong product knowledge to provide detailed information on specifications, availability, and compatibility
• Identify opportunities to upsell or cross-sell products and services
• Utilize Gorgias to manage customer inquiries and suggest workflow improvements
• Collaborate with logistics, operations, and wholesale teams to ensure smooth order fulfilment
• Manage influencer deliveries, uploads, and reporting using Carton Cloud
• Facilitate return-to-sender consignments and ensure efficient resolution
• Identify opportunities to enhance service processes and overall customer experience
• Undertake additional role-related tasks as required

E-Commerce and Order Management Specialist, Shopify