About Qoo10
Working in Qoo10 is a great opportunity, as exciting career advancement will be offered to individuals who perform to succeed. Qoo10 also collaborates with several government bodies to help our local merchants to go digital. Local merchants are one of our major stakeholders of our e-commerce success in Singapore. Qoo10 is committed to helping local business to start their e-commerce journey by providing expert training and consultation services and we would like you to join us in shaping the future!
Job Requirements
- Support frontline and backend customer service.
- Work with inter-departments / Teams to assist in the resolution of buyers shipping delay / service related cases.
- Monitor day-to-day insourcing team calls, to implement corrective staff trainings to reduce service complaint cases.
- Ensure all escalations are registered and follow up within acceptable service standards.
- Detect possibilities of customers’ dissatisfaction and escalate to managers / relevant internal departments
Required Skill(s)
- Candidate must possess at least a Diploma or Bachelor's Degree, any field.
- Candidate needs to possess 5 years or more relevant experience in the customer service or service industry.
- Experience in training or CS quality assurance field is preferred.
- Candidates are required to speak in English & Mandarin fluently.
- Customer-driven with ability to understand customers’ needs and handle complaints.
- Able to handle multiple tasks simultaneously in a fast-paced environment, set priorities, and work both independently and in a team environment.
- Able to fulfil requests or otherwise provide accurate information, or assistance in a courteous manner.
- Ability to handle high work stress during peak season.
- Ability to work well within internal / external teams.
- Possess high level of responsibility towards the resolution / communicative contents for buyer complaint cases.
- Ability to handle high incoming / outgoing call volume for other ad-hoc duties.
- Able to accept changes in KPI, work scope or environment to facilitate positive change.
