Duties and Responsibilities
- Answering all phone calls and diverting to relevant department(s) when necessary.
- Analyse customer needs to improve customer relationships and experience.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Ensure all customers’ queries are investigated and resolved, escalating issues to the Reporting Manager if appropriate.
- Responsible for customer's journey and manage sensitive issues with poise and professionalism, escalate when necessary.
- Take ownership of queries and proactively follow through to resolution.
- Ensure the highest level of quality service is rendered to customers by providing them accurate information, solving problems and serve in a variety of pre and post sales functions via calls and emails.
- Provide feedback on how to improve business processes solutions to ensure customer service operations are effective.
- Updating the Standard Operating Procedure (SOP) as and when required
- Keeping up to date on sales discount and marketing, promotional programs and to administer these accordingly.
- Executes order processing and order fulfillment tasks, and analyses customers' needs to improve customer relationships and experience.
- Updates and maintains clients’ contact database.
- Ensure close follow-up of outstanding orders and issue with proactive communication to customers.
- Immediately assist any customers who may choose to pick up their orders in person.
- Coordinating with warehouse and delivery team to ensure timely delivery of customers’ orders.
- Managing and ensure stock movement for home delivery inventory.
- Ensure stocks are available upon delivery.
- Warehouse administrative support duties.
- Inventory update on Shopify backend.
- Track Monthly gift with purchase campaigns.
- Update aging, expiry, on hold and preorder list.
- Any other ad hoc duties as assigned
Job Types: Full-time, Permanent
Salary: $2,000.00 - $2,500.00 per month
Benefits:
- Free parking
Schedule:
- Monday to Friday
Work Location: In person
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