IT and Operations Executive - Reputable Company

To manage the E-commerce operations for the EverythingMall online shops in order to maximize commercial performance whilst providing the best customer experience at all stages of the customer journey while monitoring performance throughout the year.

KEY RESULT AREAS

What are the key objectives and the targets you have to meet

Customer Service

• To make the website user interface and apps user friendly to existing and potential customers
• To manage and make the website and mobile app up to date
• To deal promptly and professionally with customer email and telephone enquiries
• Guide and advise potential customers with the aim of converting to purchase
• Ensure a satisfactory outcome for the customer and resolve issues fairly while maintaining a positive image of EverythingMall in the customer’s mind and adhering to corporate terms & conditions
• To monitor the online shops for issues which might deter customers from buying and to suggest then implement ways of combating these issues
• To investigate payment issues and monitor all orders for fraud

• To request refunds accurately in the systems
• To liaise with the Finance Team in order to sort out any issues relating to refunds or returned items.
• Complete monthly reporting of customer service statistics, showing e-mail and order volumes
• Work collaboratively with E-Commerce Operations Manager (Customer Service) on usual or high impact cases
• Produce templates that streamline processes and keep these updated

Fulfillment & Stock

• To ensure that shops are adequately stocked and this is reflected in the system
• Coordinating relevant training or stock management processes
• To liaise as required with the online shop warehouses in order to resolve delivery issues and e-ticketing
• To ensure targets achieved through keeping the shop optimized for sales

Products

• To translate and update products descriptions and e-vouchers
• To activate products on the shops and make sure that they are displayed correctly
• Perform daily product updates
• Update the ‘Special Offers’ page every week and take note of products that move fast
• Work with other members of team to resolve content or booking issues and communicate any customer feedback to team

Shop management

• To maximize the commercial potential of the shops
• To re-configure the shop homepages, translate and update shop content and manage shop categories using the content management systems
• To monitor the shops for bugs and carry out end-to-end testing on fixes
• To liaise with EverythingMall in other countries to maximize shop coverage/marketing
• Work with the E-commerce operations manager on the development, integration and delivery of new business & promotional ventures
• Work with Online Marketing & Analytics team to enhance the shops and increase revenue and profitability
• Perform regular competitor analysis to generate new ideas, increase intelligence and to determine price points
• Generate tactical promotion ideas that are applicable to local shops or can be rolled out across all shops
• Ensure accurate and timely alterations to shop content for public holiday periods
• Feedback any platform related issues to the Manager and create temporary fixes until these are resolved
• Monitor Google Analytics to better understand shop, identify and fix shortcomings and communicate advice on best practice to rest of team
• Work to maximize inbound traffic to the shop
• Optimize shop content weekly basis
• Execute merchandising improvements as required and at least monthly, customizing the site

Team

• Contribute to the work of the team as required, including user acceptance testing, data entry and checking, problem solving, producing reports and presentations, etc

SPECIFIC TO JOB

• High knowledge in IT, Web Development and Management
• Excellent fluency in written and spoken English and other Ghanaian languages
• Customer service experience and the ability to deal with difficult customers is essential
• Knowledge of e-commerce is highly advantageous Previous experience of writing and translating content highly advantageous
• Excellent organizational skills and ability to prioritize
• Excellent Microsoft Office proficiency is desirable
• Ability to manage multiple tasks and deliver to deadlines
• Willingness to learn new skills

GENERIC

• Ability to take the initiative
• Team player with a sense of team spirit
• Ability to build external and internal relationships and partnerships
• Exhibits professionalism
• Ability to plan and prioritize with patience
• Understanding of different cultures in the work environment
• Takes responsibility for solving problems
• Emotionally intelligent
• Prepared to challenge and be challenged
• Accountable and responsible
• Communicates effectively and openly

COMPETENCIES

• Development and implementation of effective website operations and analytics.
• Continually looks for efficiency gains, shares best practice and suggests process improvements