NEW RISEN TRADING GROUP.
Affiliated Company:
- Xiaomi Roborock Singapore Pte Ltd.
- Airbot Singapore Pte Ltd.
JOB DESCRIPTIONS
Customer service duties and responsibilities generally include answering phone calls and emails, responding to customer questions and complaints, and walking customers through basic troubleshooting or setup processes
Pre-Sales
Manage incoming calls to
- answer customer inquiry regards product / delivery / warranty
- schedule inbound / outbound time for goods and products with logistics company
Manage online chatting inquiry on Qoo10 / Shopee / Lazada platform to
- provide product information : applications / specs / warranty terms
- provide delivery information : fees / date and time / company name
- provide promotions information : voucher / discount / campaign / bundle sales
Sales
Follow communication procedures, guidelines and policies to
- Help customer to check product availability and stock status
Convince customer to add in cart / follow store / place orders and make payment
- Recommend potential products or services based on customer needs
- Suggest alternative delivery or payment solutions for customer with special request
- Manage incoming orders, check order status, report abnormal orders to account manager
- Print shipping label and invoice for incoming orders, transfer all shipping documents to warehouse staff for delivery
Post-Sales
Investigate and resolve customer complaints, suggest solutions when
- Order is out of stock or delayed
- Order of wrong color / model / size / quantity is shipped and received by customer
- Order is lost or missing
Cooperate with warehouse staff to
- Re-send missing parcel for customers
- Handle return parcels and keep records
- Exchange parcels for customers
- Guide repair and maintenance service for customers coming to service center
Key Performance Index
- Maintain Chat Response Rate above 95%
- Maintain Chat Response Time within 15minutes
- Improve Chat Inquiry Conversion Rate
- Handle Bad / Poor Customer Review to keep positive seller rating above 90%
Skills Required
Product Knowledge
Market Knowledge
Documentation Skills
Listening Skills
Phone Skills
Resolving Conflict
Multitask
Patience
Negotiation
Positive Attitude
Attention to Detail
People Oriented
Problem Solving
Organizational Skills
Adaptability
Ability to Work Under Pressure
Computer Skills
Related Job Searches:
- Company:
Roborock Singapore Pte Ltd. - Designation:
E-commerce Customer Service Account Manager - Profession:
Customer Service / Communications - Industry:
Retail / eCommerce