Client Success Associate (Shift Work)

About the job

Job Responsibilities:

Client Success Management

Set SOP for Client Success (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 with regards to the status of their orders
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 Fulfillment Team, Inventory, IT and Sales & Operations Team on a daily basis
Prepare client success reports
Master and well-trained in handling all customer feedback
Understand and provide support for exchange and returns
Constantly look out for ways to improve work processes and client success levels
Constantly drive improvement in processes and client success levels to deliver KPIs
Stay in trend and knowledgeable for new client success tools (e.g.: chat line) or information
Require to work in shifts and on weekends and public holidays
Any other tasks as and when assigned by the Management

Administrative Duties

Assist ECommerce 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

Shifts Timing (Weekends / PH only morning shift):

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
Client Success oriented and committed to handling customer grievance
Proficiency in both written and spoken English, and at least one other language
Ability to speak mandarin to liaise with Chinese speaking customers
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, weekends, and public holidays***
Shift allowance provided