About the job

JOB RESPONSIBILITIES

Customer Service Executive

• Set SOP for Customer Service (e.g.: service recovery, guidelines for handling customers from different feedback channels, SLA to customer feedback, preparation of FAQ, etc.)
• Reply all customer enquiries and feedback within stipulated timelines via various channels (e.g.: calls, email, live chat, social media, etc.)
• Assist customers or operations team to source / locate products
• Use of initiative to identify and follow up sales opportunity with customers
• Maximize cross sales opportunities in all correspondence by suggesting related products to original inquiries
• Work closely with the Order Fulfilment Team, Inventory, IT and Sales & Operations Team on a daily basis
• Master and well-trained in handling all customer feedback
• Stay in trend and knowledgeable for new customer service tools (e.g.: chat line) or information
• Create and prepare customer service reports
• Manage daily operational functions with good manpower planning
• Analyse and understand exchange and return rates
• Constantly look out for ways to improve work processes and customer service levels
• Constantly drive improvement in processes and customer service levels to deliver KPIs
• Assist and Identify customers requirement with regards to the status of their orders and others
• Propose and implement specific action plan to reduce gap
• Require to work in shifts and on weekends and public holidays
• Any other tasks as and when assigned by the Management

Administrative Duties

• Assist E-Commerce & Retail team in administrative duties
• Prepare weekly/monthly reports on live chat performance, number of compliments, complaints, feedbacks and enquires accordingly to the sources
• Management of the membership and customer feedback database, i.e. data entry of membership details and feedback forms
• Other ad-hoc administrative duties

REQUIREMENTS

• Minimum Diploma, preferably with at least 1 year of experience in Service Industry
• Good interpersonal and communication skills
• Proficient with Microsoft Office suite and Email
• Knowledge of Salesforce is an advantage
• Knowledge of Microsoft Power Platform is an advantage
• Customer Service oriented and committed to handling customer grievance
• Proficiency in both written and verbal communication skills in English and Chinese/Mandarin. Any additional languages will be an added advantage
• Applicants with experience with global returns and exchange procedures will be highly considered
• Strong interest in fashion styling
• Fun, vibrant & outgoing personality with great personal style
• Keen sense of fashion and a passion for the fashion industry
• Able to work shift hours ***