Spread Home
Website:
spreadhome.com
Job details:
Job Title: Customer Experience Associate — WhatsApp & Online Store
Role Overview
The Customer Experience Associate will be the primary point of contact for SpreadHome’s online customers, managing all inbound and outbound communication through WhatsApp. This role is the human face of the brand post-purchase — responsible for resolving queries, managing order-related communication, and ensuring every customer interaction reflects SpreadHome’s premium positioning. The ideal candidate is responsive, articulate, and composed under pressure.
Key Responsibilities
Customer Communication
• Handle all inbound customer queries on WhatsApp — orders, delivery status, product questions, returns, and complaints.
• Respond promptly, accurately, and in a tone consistent with SpreadHome’s brand voice — warm but professional, never casual or scripted-sounding.
• Proactively follow up on unresolved issues without waiting to be asked.
Order & Issue Management
• Coordinate with the operations and logistics teams to track and resolve order-related issues in real time.
• Manage escalations — damaged goods, delayed deliveries, wrong shipments — with ownership until fully resolved.
• Log all queries and resolutions systematically for tracking and reporting.
Post-Purchase Engagement
• Send order confirmations, shipping updates, and delivery follow-ups via WhatsApp where applicable.
• Collect customer feedback post-delivery and flag patterns or recurring complaints to the relevant team.
Product Support
• Develop sufficient product knowledge to answer questions on materials, sizing, care, and availability accurately.
• Coordinate with the e-commerce team when queries require backend information (stock, listing details, pricing).
Ideal Candidate Profile
• Excellent written communication skills in English — clear, correct, and on-brand at all times.
• Calm and solution-oriented when dealing with frustrated or demanding customers.
• Highly responsive and disciplined about reply times.
• Organised enough to manage multiple conversations simultaneously without things falling through the cracks.
• Prior experience in customer service, preferably for a D2C or premium retail brand.
Click on Apply to know more.
