Customer Sales Representative

JOB SUMMARY

The Social Media Customer Sales Representative manages incoming digital communications, comments, and customer inquiries across all social media platforms and phone channels. This role focuses on driving conversational commerce—turning routine inquiries and phone calls into sales through product guidance, upselling, and efficient order processing. The position requires clear written and verbal communication, sharp attention to detail, and seamless collaboration with internal teams to manage order tracking and delivery.

KEY RESPONSIBILITIES

• Omnichannel Support: Respond to direct messages, comments, and incoming customer calls promptly, professionally, and in line with brand voice.
• Conversational Sales: Identify leads, recommend products, perform upselling and cross-selling, negotiate sales, and process orders.
• Order Tracking & Operations: Coordinate with Accounting, Dispatch, and Riders to process transactions, update tracking sheets, and monitor timely deliveries.
• Issue Resolution: Handle customer complaints, answer inquiries, resolve disputes, and escalate complex issues as needed.
• Data & Inventory Control: Maintain precise tracking sheets, manage data privacy compliance, and coordinate stock replenishment.
• Market & Platform Engagement: Track online trends, stay updated on product knowledge, and adopt best practices for digital customer service and calls.

SKILLS & COMPETENCIES

1. Communication: Exceptional written communication (grammar, spelling, punctuation) and clear, professional verbal phone skills.
2. Technical Proficiency: Skilled in social media management/inbox tools, call handling software, MS Office, and live tracking sheets.
3. Conversational Commerce: Proven ability to convert text/phone inquiries into completed sales and manage multi-department workflows.
4. Problem-Solving & Conflict Resolution: Adept at handling complaints, de-escalating tense calls/messages, and resolving operational delays.
5. Organization & Detail: Strong multitasking skills under high volume, with high accuracy in data encoding and order tracking.
6. Adaptability: Open to continuous feedback, evolving platform trends, and shifting operational duties as needed.