JOB DETAILS

JOB DETAIL

Customer Support:
• Provide timely and professional customer support via various channels (email, chat, phone) to address inquiries, concerns, and product-related questions
• Ensure a positive customer experience through effective communication and issue resolution
Order Management:
• Process and track customer orders, ensuring accuracy and adherence to established procedures
• Collaborate with logistics and fulfillment teams to monitor order status and provide shipping/delivery updates to customers
Product Knowledge:
• Develop a deep understanding of the company's products and services to assist customers effectively
• Stay updated on product features, specifications, and promotions
Issue Resolution:
• Investigate and resolve customer complaints or issues promptly and professionally.
• Collaborate with internal teams to address complex problems and provide solutions.
Returns and Refunds:
• Manage the returns and refund process, ensuring compliance with company policies.
• Guide customers through the return process and facilitate refunds as needed.
Communication:
• Communicate proactively with customers regarding order updates, promotions, and any relevant information.
• Work closely with other departments to relay customer feedback and contribute to continuous improvement.
Quality Assurance:
• Monitor and maintain the quality of customer interactions, ensuring adherence to service standards.
• Identify areas for improvement in customer service processes and contribute to ongoing training initiatives.

REQUIRED WORK EXPERIENCE

• Bachelor's degree
• Must have experience from Lazda or Shoppee in system operation
• Training or certification in customer service is advantageous
• Previous experience in customer service, preferably in an e-commerce environment.
• Good English communication is a must
• Ability to navigate and use customer service software and e-commerce platforms.
• Problem-solving skills and the ability to think critically in high-pressure situations.
• Familiarity with order processing, returns, and refunds in an online retail setting.
• Adaptability and a positive attitude in a fast-paced work environment
• Able to start working immediately is highly preferred