Customer Service Agent

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

Perks & Benefits

• Allowance (travel stipends, transportation, etc.)
• Nearby public transport
• Central location
• Casual dress code
• Open culture
• Personal development opportunities