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E-commerce Customer Service
3 months ago
I. SUMMARY
Customer service representatives help customers with complaints and questions, give customers information about products and services, take orders, and process returns.
By helping customers understand the product and answering questions about their reservations, they are sometimes seen as having a role in sales.
II
RESPONSIBILITIES:
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Responding promptly to customer inquiries.
- Acknowledging and resolving customer complaints.
- Knowing our products inside and out so that you can answer questions.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Communicating and coordinating with colleagues as necessary.
- Providing feedback on the efficiency of the customer service process.
- Ensure customer satisfaction and provide professional customer support.
- Built up and Improve NPS metric, helped the project look back, and directed to the right thing.
III
JOB REQUIREMENTS:
- Bachelor's degree in economics, marketing, language or a similar field.
- Excellent English, both verbal & written.
- Excellent presentation skills by PPT
- Google slide.
- Previous experience in eCommerce Operations, preferably within a store chain or retailer, 23 years.
- An understanding of eCommerce transactional management, mainly dealing with global payment methods, fraud management, and multiple shipping options/charges.
- Familiar with order flows and the warehouse dispatch process within an eCommerce business
- Meticulous attention to detail
- An excellent problemsolver and proactive thinker
- Excellent number and time management skills
- Working knowledge of using CMS is a plus.
- Experience in website testing is an advantage.
- Confidence in problemsolving, with the ability to generate ideas and solutions
