工作职责:
1. Manages incoming calls and customer service inquiries;
2. Handles customer complaints and provides appropriate solutions and alternatives within a given timeframe and follows up to ensure resolution;
3. Research and diagnose issues that resolve customer concerns to ensure a high level of retention and satisfaction;
4. Follow up with domestic and international shipping partners to get updated tracking information and current statuses for client deliveries;
5. Research and record proper information for damaged or issue shipments and submit claims to shipping partners;
6. Generate all related paperwork and necessary information related to fulfillment client accounts and posts to proper files;
7. Coordinate special, last minute requests;
8. Follows up on customer inquiries in a timely fashion or pushes to proper stakeholder;
9. Maintains excellent working relationships with customers by responding to all inquiries and complaints concerning, invoices, shipments, inventory counts, etc., in a courteous and efficient manner;
10. Report customer feedback to management, including any signs of customer dissatisfaction;
11. Act as a liaison between the warehouse/office and the customer in the administration of accounts;
12. Oversee all paperwork associated with client accounts and maintain the corresponding files;
13. Maintain a current and accurate procedures manual that details the processing requirements for each client;
14. Route perspective customer inquiries to sales team;
15. Communicate regularly with other department departments such as Channel team, operations and Account, Sales to ensure client needs and expectations are consistently met or exceeded.
任职要求:
1. 2+ year of experience in e-commerce fulfillment operations, warehouse operations or related experience in customer service;
2. Excellent communication and relationship-building skills;
3. Has an energetic personality and takes pride in helping others resolve issues;
4. Must be able to multi-task and solve problems in a fast-paced environment;
5. Must be fluent in both Chinese and English languages;
6. Strong problem-solving skills and the ability to think analytically;
7. Proficiency with E-commerce-based IT systems including OMS, TOMS, WMS;
8. Passion for helping others, driven, determined, collaborative;
9. Experience delivering results, possessing a positive work ethic, and meeting deadlines;
10. A successful track record working in a high-volume environment;
11. General office knowledge, including telephone techniques and computer skills in a customer service environment.
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