Customer Service Representative

Key Responsibilites:

1.       Address, resolve, and record any customer issues that arise about products, payments, and general account satisfaction

2.       Develop a deep understanding and familiarization with our products

3.       Processing of returns and refunds coordinated with e-commerce specialists

4.       Proactively engage with customers through various channels (Shopee, Lazada, Tiktok)

5.       Responsible for achieving a 100% response rate on all platforms. (Shopee, Lazada, Tiktok)

6.       Develop and maintain customer-success strategies, best practices, and customer-support content

7.       Gather feedback from customers regarding their experiences, and suggestions for improvement

8.       Analyze customer feedback and data to identify trends, common issues, and areas for enhancement

9.       Coordinate with product development, marketing, and sales teams to advocate for customer needs and drive product improvements

10.   Email and Report all complaints and concerns by giving the order IDs or tracking numbers before your duties end to the concerned e-commerce specialist

11.   Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both

12.   Making recommendations to customers about the company’s products and services

Job Qualifications:

Technical and Behavioral Skills

1.       Proven work experience in Customer Success

2.       Knowledge of marketing digital tools and techniques

3.       Solid computer skills, including MS Excel, Word, and PPT

4.       Excellent communication and presentation skills

5.       Strong analytical skills with a goal-oriented attitude

6.       Good communication skills, especially over the phone

7.       A positive, polite, confident, sincere, and friendly disposition

8.       The ability to solve problems & to think quickly

9.       Can handle under/over pressure workloads