HCM - Customer Service Executive (E-commerce)

E- com / Hotline:
- Escalate and transfer issues appropriately and correctly to the solutions team for requests that require further investigation.
- Identify potential customers from phone communications, actively interact, and transfer sales opportunities to the tele sales team.
- Greet new Maison Online customers and confirm order details with the highest quality and time service levels to increase the chance of successful deliveries.
- Own all communications between the company and customers via phone channels, across hotlines.
- Have full understanding of Operations, Buying, Logistics, E- commerce, Marketing and Finance processes, together with customer service policies, to provide first level of customer support via hotline with the highest quality and time service levels.
- Provide customer assistance in all operations related to orders, at each stage of the shipment, payment, return and refund processes; coordinate with internal teams to ensure all SLAs are met at each stage of the shipment, payment, return and refund processes.
- Decrease the loss of opportunity in Maison Online sale funnel by converting failed, cancelled, rejected, and returned orders.
- Ensure all incoming phone requests from customers are acknowledged, owned, handled within agreed time, and handled professionally leaving a high customer experience.
- Consult, advise, and assist customers with products, brands, prices, campaigns, services, orders, and policies via phone channels.
Benefits of Maisonista:
- 12- 15 days annual leave
- Participate in Social Insurance according to labor law regulations
- Generali 24/7 accident insurance
- 13th month bonus, Kpi bonus per year
- Enjoy purchasing policies at preferential prices exclusively for Maison employees.
- Review salary once a year
- Basic salary + lunch allowance + parking allowance
- Periodic health examination

- Graduated College.
- Experience from 1- 2 years.
- Well communication skill.
- Problem solving and analysis skills.
- Friendly, enthusiastic, capable.
- Proficient in Word, Excel, Outlook, Internet and Power Point.
- Ability to adapt: Eager to learn
- Withstand pressure.

Cập nhật gần nhất lúc: 2024-03-26 00:35:51