Responsibilities:
- Customer Support (Online & Walk-in):Handle customer inquiries through various channels (phone, email, live chat, and in-person).
Provide accurate information about products, services, and company policies.
Assist customers with product issues, general questions, and troubleshooting.
- Returns and Refunds:Process customer returns and refunds efficiently, ensuring all necessary documentation is complete.
Coordinate with the warehouse and logistics team to ensure smooth product return processes.
Track returned items, check their condition, and update inventory records accordingly.
- Supplier Claims:Maintain records of defective or damaged products returned by customers.
Coordinate with suppliers to submit and follow up on claims for damaged or faulty goods.
Ensure timely reimbursement or replacement of products from suppliers.
- Record Keeping & Documentation:Keep accurate and detailed records of customer interactions, returns, and refunds.
Maintain organized files for customer service-related documents (return slips, refund records, etc.).
Update and manage customer records and order statuses in the company’s CRM system.
- Problem Solving:Handle complaints in a calm and professional manner, providing suitable solutions.
Investigate and resolve customer service issues by liaising with internal teams and suppliers.
Proactively escalate unresolved issues or repetitive problems to the relevant departments.
- Reporting:Generate reports on customer inquiries, complaints, and resolution times.
Provide feedback on recurring issues to help improve customer service processes.
- Team Collaboration:Work closely with the sales, operations, and warehouse teams to ensure seamless service.
Participate in team meetings to discuss common customer issues and service improvement strategies.
Requirements:
- Proven experience in customer service, preferably in e-commerce or retail.
- Strong communication and interpersonal skills.
- Ability to manage time effectively and prioritize tasks.
- Detail-oriented with strong organizational skills.
- Proficiency in customer relationship management (CRM) software is an advantage.
- Knowledge of product returns and claims processes is a plus.
- Ability to work both independently and as part of a team.
