Customer Service 综合客服

Job Summary

As a Customer Service Agent, you will be the first point of contact for our online customers, providing outstanding assistance to enhance their shopping experience. Your role will involve handling inquiries, resolving issues, and embodying the brand's values in every interaction.

Key Responsibilities

• Customer Interaction : Respond to customer inquiries via email and live chat promptly and professionally.
• Order Management : Assist with order placement, tracking, cancellations, and returns, ensuring a smooth process.
• Product Knowledge : Develop a deep understanding of the brand's collections, styles, and materials to provide informed recommendations and solutions.
• Problem Solving : Address and resolve customer complaints effectively, aiming for first-contact resolution while maintaining a high level of satisfaction.
• Brand Representation : Uphold the brand's tone, voice, and values in all communications, ensuring a premium experience.
• Technical Assistance : Guide customers through website navigation and troubleshoot technical issues related to their online shopping experience.
• Feedback Management : Record customer feedback and collaborate with internal teams to suggest improvements to processes and products.
• Upselling and Cross-Selling : Identify opportunities to promote related products or services tailored to customer needs.

Requirements

Experience : Minimum 1-2 years in a customer service role, preferably in fashion, luxury, or e-commerce.

Skills :

Proficient in both English and Mandarin to facilitate effective communication with our clients.

Cantonese is a plus.

Qualities :

Passionate about fashion and customer service.