Roborock Singapore Pte Ltd. – E-commerce Customer Service Account Manager

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