Job Responsibilities:
Client Communications Management
- Set SOP for Client Communications (e.g.: service recovery, guidelines for handling customers from different feedback channels, SLA to customer feedback, preparation of FAQ, etc.)
- Reply all customer enquiries and feedback within stipulated timelines via various channels (e.g.: calls, email, live chat, social media, etc.)
- Assist customers with regards to the status of their orders
- Assist customers or operations team to source / locate products
- Use of initiative to identify and follow up sales opportunity with customers
- Maximize cross sales opportunities in all correspondence by suggesting related products to original inquiries
- Work closely with the Order Fulfillment Team, Inventory, IT and Sales & Operations Team on a daily basis
- Prepare Client Communications reports
- Master and well-trained in handling all customer feedback
- Understand and provide support for exchange and returns
- Constantly look out for ways to improve work processes and Client Communication levels
- Constantly drive improvement in processes and Client Communication levels to deliver KPIs
- Stay in trend and knowledgeable for new Client Communication tools (e.g.: chat line) or information
- Require to work in shifts and on weekends and public holidays
- Any other tasks as and when assigned by the Management
Administrative Duties
- Assist ECommerce team in administrative duties
- Prepare weekly/monthly reports on live chat performance, number of compliments, complaints, feedbacks and enquires accordingly to the sources
- Management of the membership and customer feedback database, i.e. data entry of membership details and feedback forms
- Other ad-hoc administrative duties
Job Requirements:
- Minimum Diploma, preferably with at least 1 year of experience in Service Industry
- Good interpersonal and communication skills
- Proficient with Microsoft Office suite and Email
- Knowledge of Salesforce is an advantage
- Client Communications oriented and committed to handling customer grievance
- Proficiency in both written and spoken English, and at least one other language
- Ability to speak mandarin to liaise with Chinese speaking customers
- Ability to speak German, Italian, French to liaise with the UK customers
- Applicants with experience with global returns and exchange procedures will be highly considered
- Fun, vibrant & outgoing personality with great personal style
- Keen sense of fashion and a passion for the fashion industry
- Able to work shift hours, weekends, and public holidays***
