Customer service agent
1 week ago
Main Tasks:
Providing assistance to customers, resolving issues effectively, processing orders accurately, maintaining detailed records, collaborating with internal teams, and continuously improving service delivery
Job Description:
Customer Interaction:
Respond promptly to customer inquiries via live chat Handle and resolve customer complaints in a professional and empathetic manner.
Provide accurate information about products, services, and policies.Order Processing:
Assist customers with order placement, tracking, and cancellations. Process returns and exchanges according to company policies.
Documentation:
Maintain accurate and detailed records of customer interactions and transactions. Document and report recurring issues to the appropriate departments.
Customer Education:
Educate customers on product features, promotions, and usage. Provide guidance on self-service options and resources. Collecting Negative Feedback and escalate to TL Discuss and attend to customer inquiries through Shopee or other platforms Reach out and follow up with customer on the escalations from Social Media team Ticketing Platform Manages escalations on lost of package Follow up on the ticket status till it is complete with satisfactory Managing Bad rating on platforms Return Refund through System Return Refund escalations Requirement Previous experience in customer service or a related field is preferred Familiar with customer relationship management (CRM) systems is an advantage Excellent verbal and written communication skills, both in Chinese and English Ability to convey information clearly and concisely Strong problem-solving skills to address customer issues and find effective solutions Demonstrated empathy and understanding towards customer needs and concerns Collaborative mindset and ability to work well within a team environment Willingness to support team members and contribute to a positive work culture
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