customer service executive
4 weeks ago
a) Answer customer questions
As customer service executive, you're mainly responsible for answering questions through a variety of means such as online chats, email, or phone calls. You're responsible to answer any questions the customer may have and/or then redirect them to the appropriate team or department.
b) Escalate customer issues
You have to help escalate those problems or product issues to the appropriate support teams and/or help to resolve simple problems so the customer doesn't need to be transferred to different team/department, which often decreases customer satisfaction.
c) De-escalation and conflict management
You must be skilled at de-escalation and conflict management.
d) Assist customers
You will assist customers with complaints and questions, provide information about products, take orders, and process returns.
e) Provide general customer support
As a customer services officer, you also provide general customer support. You must be polite in answering questions from customers and help them understand the products in detail while trying to solve customer problems/complaints in a proper manner.
f) Update customer records
You must keep detailed customer records and are responsible for updating them after each interaction, adding notes to explain the interaction, reporting on trends as necessary, and listing questions from customers that require answers or follow-up.
g) Assist the sales team
You also need to assist the sales team in boosting sales and performance. This responsibility can include setting up appointments or following up with customers after their first interaction with a salesperson. Sometimes you're seen as having a role in sales and taking orders.
h) Inform customers
You have to inform customers about offers and promotions being carried out by the company.
i) Skills required
You must improve your knowledge about the company's products, possess good time management skills, exhibit a high level of patience, attentiveness, and the ability to communicate clearly, along with acting skills, positive language usage, and the ability to read the thoughts and attitudes of customers.
j) Follow-up on deliveries
Follow up with courier services on customer deliveries/returned parcels. Call and get feedback from customers on the status of deliveries/returned parcels.
k) Training and assistance
Responsible for dealing with the sales team (in-house and outsourced) including the e-comm team by providing them the necessary training, information, and assistance.
l) Other duties
Any other duties may be assigned at the company's discretion, which may change from time to time orally or in writing.
ADDITIONAL INFORMATION
Min Qualification:
SPM / O Level / SKM Level 1 / SKM Level 2 / SKM Level 3 or Equivalent
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