Customer Support Specialist assisting the Mable community through high - volume inbound calls. Advocating for users and providing guidance while maintaining service excellence.
About the role
- Manage customer service operations for Love, Bonito, a leading womenswear brand in Southeast Asia. Supporting customers through various communication channels and ensuring satisfaction with services provided.
Responsibilities
- To support and sales to the customer by chat or e-mail such as order process, payment reminder, follow up cancel order, return order, resi number information, daily/weekly launching blast, etc.
- Respond promptly to customer inquiries.
- Analyze customer problems / requests to resolve customer complaints and provide alternatives & solutions.
- Provide accurate and complete information in accordance with procedures and policies (pricing, delivery information, etc) to customers.
- Maintain customer databases and manage administration.
- Organize workflow to meet customer timeframes.
- Record and follow up the details of customer interactions (inquiries, comments, complaints, and actions taken).
- Obtain and evaluate all relevant information to handle product and service inquiries.
- Perform customer verifications and registration of new customer accounts.
- Direct requests and unresolved issues to the designated resource.
- Communicate and coordinate with internal departments.
- Provide feedback and point out problematic areas to the leader to constantly improve internal processes.
Requirements
- Bachelor degree, general education degree or equivalent are welcome to apply
- Willing to work in shifting schedule (weekday, weekend, and public holidays).
- Good Interpersonal skills (listening, communication and positive motivation).
- Good communication skills (greeting & closing chats, probing, choice of words, listening, and empathy).
- Knowledge of customer service principles and practices.
- Knowledge of relevant computer applications and social media platforms (Whatsapp, Line, Live Chat, Facebook, Instagram, Email, Google Review, Marketplaces such as Tokopedia & Shopee).
- Willing to do product testing and documented for company needs
- Knowledge of administrative procedures.
- Familiarity with Google Workspace & Microsoft Office.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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