Customer Service Officer

• Respond to incoming calls, emails, and customer requests and inquiries on social media pages. 
• Welcome and attend to walk-in customers. 
• Receive customers’ orders and relate the order specification to the production team (Head Baker). 
• Prepare and send invoices to customers for orders placed. 
• Ensure completed orders meet the customers’ specifications by comparing the order specifications to the completed order. 
• Confirm payments made for customers’ orders before processing orders. 
• Take pictures of all completed orders and archive them. 
• Conduct after-sales follow-ups to get feedback from customers. 
• Investigate and resolve or escalate customer complaints regarding product quality, services, or delivery. 
• Establish relationships with customers to upsell to them.  
• Arrange and ensure orders due for delivery align with orders sent out to customers when requested. 
• Keep up to date with competitors and trends in the industry and share relevant information with the management that may help with the overall growth strategy.  

Administrative Duties 

• Keep an updated record of daily orders. 
• Maintain and update the customer database. 
• Create end-of-day reports on orders received and sales made. 
• Keep a record of customer issues that require refunds and ensure that the refunds are processed promptly. 

Social Media Management 

• Create content (take pictures and shoot videos) using design applications when necessary and post them on social media to engage customers and drive product sales.