Job Description:
Manage inbound calls, live chats, and emails to assist customers with product details, order status, returns, and inquiries.
Deliver timely and accurate support to ensure customer satisfaction and retention.
Resolve customer complaints professionally, escalating complex issues when necessary.
Process orders, exchanges, and returns while maintaining detailed records of customer interactions.
Stay informed on product updates, promotions, and company policies to better assist customers.
Collaborate with teams to address customer concerns and improve overall service quality.
Meet performance targets and adhere to service level agreements (SLAs).
Represent the brand professionally in all customer interactions.
Requirements:
Prior customer service experience, preferably in loyalty & rewards program.
Proficient in English and Mandarin (spoken and written).
Strong communication and problem-solving skills.
Customer-focused mindset with a passion for excellent service.
Ability to multitask in a fast-paced environment.
Experience using customer service tools, live chat, and email platforms.
Flexibility to work weekends and public holidays, especially during peak periods.
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