Customer Service Executive (After Sales service in E-comm) - Grandiose

Overview

Job Summary

Key Responsibilities

• Live monitor eCom Operations across stores and ensure SLAs are being met
• Action and escalate eCom SLA breaches related to Operations and Last Mile.
• Handle aggregators escalations and resolve it with stores, operations and last mile
• Take charge of the stores customer complains and ensure satisfactory resolution and reporting
• Take proactive measures on to prevent customer complains when needed
• Lead the daily surveying and customer satisfaction reports
• Receive and resolve customers queries, escalations and complains
• Work as a single point of contact of live support for pickers, drivers, partners and customers
• Order outsource adhoc resources of last mile when required according to process
• Attend to customer communication channels over Hotline, Online Chat, Email, WhatsApp and Tickets
• Maintain complain records and reports for stores, staff, partners, etc
• Manage customers requests for order edits, orders support, returns, replacements, etc
• Conduct outbound surveys
• Take ownership of customer’s cases and follow up with concerned departments till resolution.

2. Customer Service

Qualification & Experience

• Must be a graduate
• At least 3-4 years of experience in similar filed in e-Commerce or BPO Industry
• Fluent in English is a must
• Should be able to manage high volume call
• Experience using CRM and ticketing systems
• Should be flexible to work in different shifts
• *We thank all applicants for their interest.
• However, only those qualified individuals who closely meet the qualifications of the position will be contacted.
• The details of the position are only a summary; other duties may be assigned as necessary.*

Job Type: Full-time

Application Question(S)

• What is your notice period?
• What is your minimum monthly salary expectation?
• How many years of experience you have working in Customer or after sales service in eCommerce or BPO Industry?