CUSTOMER SERVICE EXECUTIVE

a) Answer customer questions
As customer service executive youre mainly responsible for answering questions through a variety of means such as online chats, email or phone calls. Youre responsible to answer any questions the customer may have and/or then redirect them to appropriate team or department.
b) Escalate customer issues
You have to helps escalate those problems or product issues to the appropriate support teams and/or help to resolve simple problems so the customer doesnt need to be transferred to different team/department which often decreases customer satisfaction.
c) You also must be skilled at de-escalation and conflict management
d) You also will assist customers with complaints and questions, give customers information about products, take orders and process return of product.
e) Provide general customer support
As customer services officer you also provide general customer support must be polite in answering questions from customers and helps customer understand about the products in details and trying to solve customer problems/complaint in proper manners.
f) Update customer records
You must keep detailed customer records and responsible for updating customer records after each interaction with that customer, add notes to customer records explaining what the interaction entitled, report on trends as necessary and also list of questions from customer that requires answers or follow up.
g) Assist the team sales
You also need to assist the sales team in boosting sales and performances. This responsibility can include setting up appointments of following up with customers after their first interaction with a salesperson. Sometimes youre seen as having role in sales and taking orders.
h) Inform customers about offers and promotions being carried out by the company
i) You have to improve your knowledge about companys product, good in time management skills, exhibit a high level of patience, attentiveness, ability to communicate clearly, acting skills, usage of positive language and used your ability to read the thoughts and attitudes of the customers.
j) Follow-up with courier service on customers delivery/returned parcel. Call and get feedback from customer on status of delivery/returned parcel.
k) Responsible for dealing with the sales team (in-house and out-source) including the e-comm team by providing them the necessary training, information and assistance.
l) Any other duties may at its discretion from the company make changes to the duties associated with this position from time to time orally or in writing.