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Retail Customer Experience Specialist

2 weeks ago

Butterworth, Penang, Malaysia Total Marketing & Distribution Sdn Bhd Full time

Job Title: Retail Customer Experience Specialist

About the Opportunity:

We are seeking a talented Retail Customer Experience Specialist to join our team and provide exceptional customer service to E-commerce customers. Your role will involve managing customer inquiries, resolving issues, and optimizing customer experiences to drive sales and retention.

Key Responsibilities:

  • Manage customer inquiries, complaints, and feedback through various channels such as email, chat, and phone.
  • Develop and implement strategies to improve customer satisfaction, retention, and loyalty.
  • Collaborate with cross-functional teams including Sales & Marketing, Digital Marketing, and Operations to enhance customer support processes.
  • Monitor and analyze customer support metrics to identify areas for improvement and implement solutions.
  • Conduct regular training sessions to enhance the team's skills and knowledge in customer service best practices.

Requirements:

  • Excellent communication skills to interact effectively with customers and internal teams.
  • Strong customer service skills to deliver exceptional service to E-commerce customers.
  • Proficiency in Microsoft Office suite for data analysis and reporting.
  • Proven teamwork, team leadership, and team management skills.
  • Ability to deliver engaging presentations to diverse audiences.
  • Experience in sales & marketing, customer service, and digital marketing.
  • 1-3 years of relevant work experience in a similar role.
  • Post Secondary / Diploma qualification in a related field.