Job Responsibilities

JOB PURPOSE: You will support the company by providing an excellent level of Customer Service support to all customers. As a Customer Service Executive you will manage all day-to-day customer queries and provide total customer satisfaction through all communication channels - phone, email, livechat and social channels. KEY AREAS OF RESPONSIBILITIES: - Support all customer enquiries including CS support for all customer (not only web) with regards to their Warranty replacement return, order status, tracking and shipment, refunds etc - Respond to customer enquiries via email, phone, livechat and social channels via our ZenDesk ticketing system - Support the QC and Product / Design teams by tracking and sharing information on customer product returns and reasons for those returns. Equally support the sales and marketing teams by sharing both positive and negative feedback from customers. - Managing and updating the CS Twitter account

Job Requirements

ESSENTIAL: • Min of 1 year of experience in a customer-facing environment, perhaps in Retail or customer service in a B2C environment • Excellent telephone manner • Fluent in English with excellent verbal and written communication skills • Fluent in Mandarin with excellent verbal and written communication skills • Experience of ecommerce platforms, preferably Magento • Basic Excel skills • Excellent team player but also happy to work alone • Excellent time management skills • Familiar with social media • Ability to show empathy with the customer, whilst also being aware of business goals • Ability to show initiative and make decisions in a sometimes frenetic environment

Required Languages

Mandarin, English