E-Commerce Customer Service Representative
Comfy Chic Sdn. Bhd.Kuala Lumpur, Kuala Lumpur, Malaysia2 hari lalu
Penerangan pekerjaanProcess and follow up on return, exchange, and refund requests in accordance with company policies. Verify order details, item condition, and payment information before approval. Coordinate with fulfillment and finance teams to ensure timely completion and resolution. Keep customers informed throughout the process. Handle complaints and service recovery cases professionally and calmly. Investigate and resolve issues effectively to ensure a positive customer experience. Escalate complex or sensitive cases to the manager for review when necessary. Monitor and track order statuses across ecommerce platforms. Work closely with warehouse, logistics, and marketing teams to resolve order discrepancies or delays. Update and maintain accurate customer service records. Ensure all responses meet company KPIs (response time and resolution time). Record and summarize customer feedback for reporting and service improvement. Support the creation of FAQ templates, auto-reply messages, and SOPs for better efficiency.
Job Purpose :
To deliver excellent customer service by managing customer inquiries, return and refund requests, and all order-related issues in a professional and timely manner. This role ensures smooth communication between customers, internal teams, and logistics partners to maintain customer satisfaction and strengthen the brand’s reputation.
Key Responsibilities :
Customer Communication
- Respond promptly and professionally to all customer inquiries via email, chat, and ecommerce platforms (Shopee, TikTok, Lazada, etc.).
- Provide accurate information regarding products, orders, promotions, and delivery updates.
- Maintain a courteous and empathetic tone in all communication.
2.
Return, Exchange & Refund Handling
3.
Complaint Resolution
4.
Order & System Coordination
5.
Service Quality & Reporting
(Apply now at #J-18808-Ljbffr
Buat amaran kerja untuk carian ini
Customer Service Representative • Kuala Lumpur, Kuala Lumpur, Malaysia
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