SENIOR EXECUTIVE CUSTOMER CARE
SENIOR EXECUTIVE CUSTOMER CARE
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4-5years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Respond to all customer enquiries across all channels (including Email Voice call SMS Whatsapp Web Chat Proactive Chat Facebook Instagram) using the Customer Care system and deliver a highest level of service and qualitative respond
- Ensure that customers enquiries are sufficiently and accurately answered within agreed timeframes
- Work with ECommerce CRM and Retail teams to ensure proficiency in handling consumerfacing tools employed by the company.
- Work with relevant functional teams to deliver high level of customer satisfaction.
- Ensure all customer enquiries are responded to within stipulated timeframe: 2448 hours
- Constantly strive to achieve Customer Care KPIs including CSAT Score First Reply Time and Full Resolution Time etc.
- Proactively review the KPIs on a daily/weekly/monthly basis through the use of Customer Care system.
- Remain uptodate on all promotions product launches and Club mechanics
- Proactively keep product and service knowledge to the highest levels by ultilising the companys learning app.
- Apply improvement and feedback shared during Q&A assessment
- Animate and identify ways to constantly improve CSAT score and avg. respond time for email chats or calls and propose areas of improvements.
- Communicate and work cohesively with all key stakeholders whilst effectively monitoring results and providing feedback to finetune the customers journey.
- Listen probe and question in order to clarify and understand customer needs to improve first contact resolution rate.
- Adhere to Customer Care SOP created for all functions to resolve customer enquiries efficiently and pleasantly and constantly share feedback with functional teams to improve the SOP.
- Usage of and proficiency in relevant systems to ensure accurate and consistent information is provided promptly to customers
- Proactively update customers key information and provide each ticket summary in Customer Care system.
- Ability to evaluate professionally and escalate problems/issues promptly when necessary
- Usage of Customer Care system to monitor and track enquiries statuses / comments
- Ensure all tickets are followed through with functional teams
- Provide weekly and monthly Customer Care reports.
- Leverage on existing tools on the website as additional tool kit to support customers.
Requirements
- 5 working days per week (Monday to Friday) and 8 working hours 1 hour break
- Mandarin is mandatory for reading written and speaking
Benefits
- Entitle for 13th month salary bonus
- Performance bonus 12% max out of 13 months
- 16 days AL
- Product claim upon confirmation per quarter
- Staff purchase 40%.
Employment Type
Full Time
