Job Summary

The E-commerce & Customer Experience Supervisor is the primary driver of customer satisfaction and loyalty at Starbite. This role is responsible for the overall customer journey, from managing the online store to providing exceptional post-purchase support. This person will be the voice of the customer within the organization, using feedback to improve services and offerings.

• Minimum Qualification : HND
• Experience Level : Entry level
• Experience Length : 2 years

Job Description/Requirements

Responsibilities:

Website & Platform Management: 

• Perform daily checks on the e-commerce platform to ensure all products are displayed correctly, links are working, and the checkout process is seamless.
• Update product inventory on the website in real-time to prevent overselling.
• Manage product reviews and feedback on the website, addressing any negative comments promptly and professionally. 

Customer Support: 

• Act as the main point of contact for customer inquiries via email, chat, and phone.
• Respond to customer questions about products, orders, delivery times, and subscription details. 
• Proactively send shipping notifications and delivery updates to manage customer expectations. 
• Handle any issues, such as missing or damaged packages, and resolve them quickly and empathetically. 

Subscription & Special Offers Management: 

• Overseeing the subscription service, including managing recurring payments, addressing member-specific requests, and working on strategies to expand the base and reduce churn by personalised follow-ups for vulnerable subscribers. 
• Collaborate with management to develop and promote other special offerings aimed at creating additional value for our customers. 

Customer Retention & Loyalty:

• Monitor key customer metrics, such as repeat purchase rate and customer lifetime value (CLTV). 
• Manage our customer loyalty program, ensuring points are awarded and redeemed correctly. 
• Send out post-purchase follow-up emails to collect feedback and encourage reviews. 

Analysis & Reporting: 

• Generate weekly reports on sales, website traffic, and customer satisfaction metrics to share with the rest of the team. 
• Use customer data to identify trends and suggest improvements to the product offerings or marketing strategy. 

Requirements:

• 2-3 years of proven experience in e-commerce management and customer service.
• Minimum of HND/B.Sc academic qualification.
• Familiarity with e-commerce platforms (e.g., Shopify, WooCommerce).
• Strong communication and interpersonal skills, with a genuine passion for helping customers. 
• Excellent analytical skills and experience with data-driven decision-making.
• A high degree of empathy and patience when dealing with customer issues.
• Ability to work independently and manage multiple projects simultaneously. 

Location: Ajah, Lagos

Remuneration: NGN 100,000 – 250,000. 

Working Hours: 8 A.M. - 5 P.M.

How to Apply: Interested candidates should submit their CV and a cover letter explaining why they are a suitable fit for this role.