1. Customer Engagement:

• -Respond to customer messages on social media platforms (Instagram, Facebook, WhatsApp, TikTok, Linkedin).
• -Handle customer calls and provide information or support.
• -Reply to comments on social media posts in a timely and professional manner.

2. Order Management:

• -Coordinate with the florist team to ensure bouquets and other floral arrangements are prepared according to customer specifications.
• -Liaise with the delivery team to ensure timely dispatch and delivery of orders.
• -Update customers on their order status and promptly resolve any delivery issues.

3. Customer Database Management:

• -Accurately record and manage customer order details in the customer database.
• -Maintain up-to-date customer information, including contact details, order history, preferences, and delivery instructions.
• -Ensure the database is organized, updated regularly, and compliant with data protection regulations.

 4. Payment Management:

• -Record and track payments made by customers for orders through different channels (cash, digital payments, etc.).
• -Reconcile payments with the order management system to ensure accuracy.

5. Customer Service:

• -Address customer complaints and queries, providing solutions or escalating them when necessary.
• -Ensure positive customer experiences and maintain excellent service levels.

6. Operational Coordination:

• -Assist in the smooth dispatch of orders by coordinating logistics and following up on pending orders.
• -Monitor stock levels and communicate with the inventory team to avoid shortages of flowers, plants, or gift items.
   

Key Skills & Qualifications:

• Strong communication and interpersonal skills.
• Proficiency in social media platforms (Instagram, Facebook, WhatsApp, TikTok).
• Basic knowledge of order management, customer database systems, and payment reconciliation.
• Ability to multitask and coordinate with different departments.
• Previous experience in customer service, social media management, or a related field is a plus.

 Additional Information:

• Working Hours: Full-time; may include weekends and holidays as per customer demand.
• Location: Kathmandu Valley (able to visit office if required).