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Job Description
- Take the ownership and represent the customer’s voice.
- Responsible for customers’ follow-ups, assisting customers in registering/placing orders, arranging payments and refunds, tracking shipments etc.
- Keep records of customers’ interactions, updates and processes customers’ accounts into our official CRM system.
- Resolve service problems by clarifying the customer's complaint; determining the cause of the problem, selecting and explaining the best, fitted and extra mile solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Manage large amounts of incoming inquiries, suggestions and/or complaints through our official communication channels (Phone "inbound and outbound", Facebook Messages, Emails, chatting platform, etc.).
- Build sustainable relationships of trust through open and interactive communication with existing and potential customers.
- Arrange a large amount of outbound calls for following up, measuring customer satisfaction and upselling potentials.
- Manage and prioritize multiple concerns simultaneously.
- Provide the Head of Customer Support with common escalations, reports, and challenges of customers concerns.
- Follow communication procedures and guidelines.
Job Requirements
- B.A./B.S. degree by an accredited academic institution.
- A positive attitude, even when faced with misplaced criticism or frustration.
- Excellent command of English.
- 0-2 years of experience in Customer Support/Service Field.
- Strong Communication and Customer Service skills.
- Display a capacity of problem-solving and multitasking.
- Male/Female
- Flexible with working hours (Two shifts; last one ends at 09:00 p.m. – Two days off).
