Customer Service Officer/ Senior Officer
Is this your next challenge in Customer Service?
The challenge is to:
- Provide accurate information on company products, promotions and services
- Professionally handle customer enquiries and complaints
- Manage front-end issues and coordinate with relevant departments to resolve incorrect product information, freebies, promotions, pricing or advertising
- Process orders, refunds and returns promptly and accurately
- Follow up on fulfilment issues and arrange appropriate compensation when required
- Record customer feedback and reviews in the CRM to support service improvements
- Collaborate with cross-functional teams on front-end feature and product development, campaign execution, and fulfilment processes
- Coordinate and monitor daily operations and performance of external customer service and social media agencies
- Prepare regular reports for management on customer satisfaction and service performance
Do you have experience in Retail/ FMCG?
- Ability to work within a structured environment with dependent timelines and SLAs
- Customer oriented, detail-minded with excellent problem-solving skills
- Strong passion for delivering a positive customer experience, highly motivated with strong initiative
- Strong verbal and written communication skills, with excellent interpersonal and relationship building skills
- Proficiency in MS Office (Word, Excel, Power Point) and Chinese Word Processing
- 2-3 years experienced in eCommerce, FMCG or solid operation support is an advantage
- Less experience will be considered for Customer Service Officer