Provide exceptional customer service to all shoppers, primarily in Mandarin, addressing inquiries, resolving complaints, and offering product information to ensure a positive shopping experience.
Provide timely, empathetic support for non-complex inquiries across assigned channels (voice, chat, live messaging, email, social media, etc.), using SOPs, macros, and knowledge articles to resolve issues while meeting CSAT, quality, and productivity targets.
Manage customer inquiries for our online shop across WhatsApp, Instagram, Facebook, email, live chat and our website or e-commerce platforms (e.g. Shopee, Lazada, TikTok Shop).
Handle daily inbound calls, chats and emails regarding general customer inquiries, general complaints, comments, feedback, and other issues related to the services.
Serve as the primary point of contact for clients, building and maintaining strong, long-lasting relationships to ensure customer satisfaction and retention.