JOB DETAILS

JOB DETAIL

1. Customer Service Operations
・Interact with customers in person, via phone, email, social media (FB, LINE OA, Instagram, SNS), and E-commerce platform to handle inquiries and solve issues effectively and timely.
・Provide product information, troubleshooting assistance, and after-sales support
・Manage spare part orders, oversee the sales process until payment, and hand off to the sales team
・Maintain and update a Knowledge Base (FAQs, video tutorials, and product guides) for customer service team
・Inspect returned products and provide feedback to ensure customer satisfaction.
・Record customer inquiries and complaints from multiple channels into the customer inquiry recording system.

2. Improve operational efficiency
・Conduct Root Cause Analysis (RCA) on frequent customer service issues and workflows.
・Develop and propose new service policies and procedures to improve efficiency.

3. Customer relationship management and others
・Collaborate with sales and marketing teams to align customer service strategies with business goals.
・Develop and implement activities to enhance customer loyalty and satisfaction.
・Perform any other customer service functions as necessary and handle other works assigned by Superior.

REQUIRED WORK EXPERIENCE

・Minimum 5 years of experience in customer service, after-sales support, or CRM operations
・Proficient in social media messaging platforms is required.
・Strong problem-solving and conflict-resolution skills
・Intermediate level of English (written & Verbal)
・Excellent communication skills
・Ability to analyze customer feedback and improve service processes

Advantage:
・Having knowledge of CRM software or AI Chatbots
・Experience in E-commerce, consumer electronics, or home appliances