Client Communications Associate
Client Communications Associate
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Job Description
Were on the lookout for individuals who are passionate about fashion think outside the box and have an eye for innovation.
Unleash your potential with us and join us as we create joy and excitement in our global community to empower people to express themselves freely through fashion.
Job Responsibilities:
Client Communications Management
- Set SOP for Client Communications (e.g.: service recovery guidelines for handling customers from different feedback channels SLA to customer feedback preparation of FAQ etc.)
- Reply all customer enquiries and feedback within stipulated timelines via various channels (e.g.: calls email live chat social media etc.)
- Assist customers with regards to the status of their orders
- Assist customers or operations team to source / locate products
- Use of initiative to identify and follow up sales opportunity with customers
- Maximize cross sales opportunities in all correspondence by suggesting related products to original inquiries
- Work closely with the Order Fulfillment Team Inventory IT and Sales & Operations Team on a daily basis
- Prepare Client Communications reports
- Master and well-trained in handling all customer feedback
- Understand and provide support for exchange and returns
- Constantly look out for ways to improve work processes and Client Communication levels
- Constantly drive improvement in processes and Client Communication levels to deliver KPIs
- Stay in trend and knowledgeable for new Client Communication tools (e.g.: chat line) or information
- Require to work in shifts and on weekends and public holidays
- Any other tasks as and when assigned by the Management
Administrative Duties
- Assist ECommerce team in administrative duties
- Prepare weekly/monthly reports on live chat performance number of compliments complaints feedbacks and enquires accordingly to the sources
- Management of the membership and customer feedback database i.e. data entry of membership details and feedback forms
- Other ad-hoc administrative duties
Job Requirements:
- Minimum Diploma preferably with at least 1 year of experience in Service Industry
- Good interpersonal and communication skills
- Proficient with Microsoft Office suite and Email
- Knowledge of Salesforce is an advantage
- Client Communications oriented and committed to handling customer grievance
- Proficiency in both written and spoken English and at least one other language
- Ability to speak mandarin to liaise with Chinese speaking customers
- Ability to speak German Italian French to liaise with the UK customers
- Applicants with experience with global returns and exchange procedures will be highly considered
- Fun vibrant & outgoing personality with great personal style
- Keen sense of fashion and a passion for the fashion industry
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Required Experience:
IC
Employment Type
Full-Time
