Customer Service Executive

Customer Support:

1. Respond to customer inquiries via phone, email, live chat, or social media channels in a timely and professional manner.
2. Provide detailed information on products, services, and policies to customers.
3. Resolve customer issues, complaints, and concerns efficiently, ensuring a positive experience.

Order Management:

1. Assist customers with order processing, returns, exchanges, and cancellations.
2. Track orders and provide customers with updates on the status of their orders.
3. Ensure that customer inquiries regarding delivery and product availability are handled promptly.

Product Knowledge:

1. Maintain a thorough understanding of the company’s products, services, and promotions.
2. Stay up to date with new product offerings, changes in policies, and other relevant information.
3. Provide recommendations based on customer needs and preferences.

Complaint Handling & Problem Resolution:

1. Address customer complaints with empathy and professionalism, aiming for swift resolution.
2. Escalate unresolved issues to the appropriate department or management for further assistance.
3. Follow up on customer feedback to ensure continued satisfaction.

Customer Retention & Relationship Building:

1. Build and maintain positive relationships with customers through excellent communication and problem-solving.
2. Ensure repeat business by offering a personalized experience and identifying opportunities for upselling or cross-selling when appropriate.

Feedback Collection & Reporting:

1. Collect customer feedback to identify areas for improvement in products, services, or processes.
2. Report recurring issues or trends to management and suggest potential solutions.

Team Collaboration:

1. Work with other departments (sales, technical support, etc.) to ensure that customer needs are met.
2. Collaborate with team members to improve processes and enhance the customer experience.

Minimum Requirements:

1. High school diploma or equivalent; a bachelor’s degree in Business, Communications, or a related field is a plus.
2. 1-2 years of experience in customer service or a related field.
3. Strong communication skills (verbal and written) and excellent listening skills.
4. Mandarin is required for work.

Apply now