Job ResponsibilityThis position will be part of Customer Service which handle inquiries from both Singapore sellers and buyers via various channels. The role reports directly to Team Leader Customer Service.
Job Responsibilities:
Primarily act as the interface between buyer and seller via various contact channels, setting realistic expectations, resolving fulfillment related problems and providing support to the customer ensuring a high level of satisfaction.
Primarily handle inquiries via social media platforms pertaining to orders, payments, shipping, vouchers and etc from both seller and buyer through native channels or through Salesforce
Primarily handle escalations related, manager callbacks and service recovery cases via emails
This position is expected to provide First Contact Resolution (FCR) according to standard operating procedures. In the event of non-FCR, you are expected to follow up and respond back to users via callback, email and social media on timely manner
Manning of respective escalation queues and backlogs focusing on such as Logistics, Payments and Cross Border etc
Update case details appropriately. eg: Gdocx, Salesforce and etc
To meet Key Performance Indicators (KPI) like average handling time, FCR rate, contact response rate, customer satisfaction score and etc
To record case details in Customer Relationship Management (CRM)
Communicate effectively by providing accurate information to the users and external partners such as Ninjavan.
Ensure resolution of fulfillment related problems and disputes
Provide an effective solution for customer disputes issue
Assisting in developing and improving existing dispute process
To communicate effectively and accurately when communicating with users & stakeholders
To assist Team Leader to monitor real time performance and initiate appropriate actions
Assume additional responsibilities as assigned
Communicate effectively with team members
To take on ad-hoc projects/assignments
Undertake any other duties as-and-when assigned by Management.
Job Requirements:
Candidate should possess a Diploma / Advanced Diploma, Bachelor Degree or equivalent in any field
Preferably Executive specializing in Customer Service or equivalent
Preferably at least 1 year of related working experience in a Contact Centre
Experience in managing Live chats, emails, inbound calls
Both fresh graduates or experienced applicants are welcome (we can discuss the entry level based on your previous experience)
Strong communication skills in email, face-to-face conversation and messenger discussion
Good communication skills in Mandarin and English language for both spoken and written.
Business writing skill is mandatory
Good typing skill
Strong logical thinking and problem-solving skills at all times
Able to work independently in a fast paced environment
Good team player, positive attitude and eager to learn
Fast learner and able to adapt to changes
Ability to multi-task, prioritize and manage time effectively
Demonstrate teamwork all the time
Willing to work on (24/7) shift, 5 days weekly, 8 hours daily
Job Type: Contract
Salary: RM2,400.00 - RM3,000.00 per month
Schedule:
Rotational shift
Job RequirementsJob Benifits
