Customer Service Representative (On-Site]

1. In-Store Customer Experience - Welcome and attend to walk-in customers professionally. - Offer styling, sizing, fabric and print guidance. - Assist customers with fittings (women, men & children). - Maintain the showroom ambiance consistent with the MMABON brand. 2. Online Customer Support (Handled On-Site) - Respond promptly to WhatsApp, Instagram, calls, and email enquiries. - Use MMABON’s warm, calm, and solution-driven communication tone. - Provide accurate information on timelines, sizes, fabrics, prices, and delivery. - Follow all scripts and SOPs for enquiry-to-order conversion. 3. Order Intake & Processing - Collect complete order details using the Standard Order Script. - Identify multi-variant custom orders (names, sizes, colours, characters). - Select the correct product tier: Classic | Signature | Luxe. - Raise accurate invoices via Bumpa or Zoho. - Log orders into the Production Tracker daily. - Ensure zero missing details before sending to Admin/Production. 4. Production Coordination - Clarify unclear instructions with customer before submission. - Send approved order sheets to Admin/Operations. - Track production progress and update customers proactively. - Ensure QC, packaging and dispatch flow smoothly. 5. Customer Resolution & After-Sales - Handle complaints with empathy and professionalism. - Log all issues in the Issue Tracker. - Offer approved solutions: remake, reprint, adjustment or alternatives. - Escalate serious cases to the Operations Manager. 6. Showroom Operations - Maintain clean racks, folded items, mannequins, and displays. - Refill inventory from storage and report low stock. - Assist with stock counts and tagging. 7. Content Support (Daily/Weekly) - Capture simple in-store BTS videos and photos. - Post updates on WhatsApp Business Stories (new arrivals, UGC, BTS). - Share top-performing content with the Marketing Lead. CORE COMPETENCIES REQUIRED - Strong communication (written & spoken). - Warmth, emotional intelligence, and patience. - Good fashion sense & ability to suggest options. - Time management & multitasking. - Understanding of sizes (UK women, US men, kids general ages, S–5XL). - Basic tech ability: WhatsApp Business, Bumpa, Google Sheets. - Problem-solving and proactive follow-up. KEY PERFORMANCE INDICATORS (KPIs) Customer Service KPIs - Response time (under 3 minutes for WhatsApp/IG). - Conversion rate of enquiries to orders. - Order accuracy (99% error-free). - On-time customer updates. - Customer satisfaction feedback.