Imana Prade

Follow pre-defined processes and contribute to creating and improving SOPs for audit tasks to increase accuracy and productivity. Audit, manage, and optimize product data quality. Create appealing Amazon product textual content to improve customer experience. Use SEO thinking with a consumer lens, handle limited/ambiguous brand information, and make logical decisions. Process and catalogue visual images quickly with strong attention to detail.

Resolve customer queries via Zendesk (email) and phone, ensuring accurate and timely responses. Process refunds and manage Rewards for Life accounts. Handle complaints and faulty products, including guidance for allergic reactions while following company guidelines. Place orders, arrange replacements, and set up returns via courier. Maintain strong customer relations by going the extra mile, meet personal and team KPIs, and follow up by contacting suppliers/warehouse and other departments. Use multiple payment systems for refunds and payments and support customers to improve experience and team engagement.

Manage daily shop operations including opening/closing (tills setup and banking). Oversee KPI performance (IPBs, ACTs, conversion) and record store food temperatures. Handle general administration including GDPR-related tasks and phone/customer-service duties. Maintain shop standards and advise customers on health products. Complete training responsibilities (including training new staff and preparing rotas) and prepare weekly statistics for the area manager.