Customer Service Executive

About the role

This is a customer service role focused on managing customer interactions, order processing, and service coordination for a cleaning services business. You will be the primary point of contact for customers via phone, WeChat, and online channels, responsible for handling inquiries, registering orders, tracking service progress, and ensuring customer satisfaction.

Key responsibilities

• Promptly respond to customer calls, WeChat messages, and website inquiries
• Answer questions about services, pricing, and scheduling
• Enter orders into the system and assign nearby cleaning staff based on customer location and needs
• Follow up on the progress of ongoing cleaning services and provide timely updates to customers
• Conduct follow-up via phone or WeChat within 2 days after service completion to assess satisfaction
• Respond promptly to customer complaints, record and categorize complaint types, and coordinate with relevant departments for resolution
• Update and maintain customer profiles, including name, address, service history, and client categorization
• Assist in notifying customers during promotional events and distribute digital coupons
• Record daily call volume, orders, and complaints; prepare weekly and monthly reports
• Submit suggestions for workflow improvements and help develop customer service scripts

About you

• Strong communication skills and customer service awareness
• Proficient in Excel, customer service software, and WeChat for work
• Quick thinking and able to handle pressure
• Willing to work in shifts, including weekends and public holidays