Senior Customer Service Executive

Add 1 Resources | Date Posted: 16-May-2019
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Job Nature:
Permanent
Position Level:
Entry Level, Experienced
Qualification:
Diploma, Bachelor's / Honours

Job Description

Job Responsibilities & Competencies

  • Attend to incoming calls and walk-in customers.
  • Handle and process sales orders based on customer’s requirements.
  • Build sustainable relationships and trust with customers through open and interactive communications.
  • Handle customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution.
  • Prepare and submit reports to the Management
  • Must demonstrate the ability to manage multiple clients’ requests with strict time limits on an ongoing basis
  • Ability to multi-task and make decisions quickly based on the client’s needs
  • Must possess a clear speaking voice and strong verbal communication skills
  • Evaluate the nature of each inquiry and determine the appropriate action to complete the inquiry
  • Ability to handle difficult calls in a professional manner
  • Requires accuracy and attention to details.  
  • Is involved in CS Executive recruitment and appraisals
  • Meets with other team to discuss possible improvements to Customer Service
  • Trains CS Executive to deliver a high standard of customer service

 

Soft Skills Required:

  • Excellent written and verbal communication skills, including fluent and proper English language and Chinese
  • Ability to lead a team of junior CS Executives
  • Service oriented with the ability to build and maintain relationships with customers
  • Ability to work directly with customers by telephone, electronically, or face-to-face
  • Good e-Commerce (Daily Deals)
  • Flexible attitude with proven experience of working in a team
  • Knowledge in a wide range of marketing techniques and concepts
  • Minimum 2 years of Customer Service experience in a business to customer (B2C) sales environment

 

Personal Skills Required:

  • Be an excellent communicator
  • Be able to respond well to pressure
  • Be able to think creatively
  • Be organized and methodical
  • Be proactive and able to take the initiative
  • Be able to motivate and inspire a team
  • Be able to work within a budget

 

Qualifications/Education:

  • Minimum 2 years of relevant experience in customer service and support.
  • Diploma or Bachelor’s Degree in Business Management or Hospitality or any field.
  • Excellent communications and interpersonal skills.
  • Able to identify areas to improve the department efficiency and internal process
  • Able to train existing and new hires
  • Possess leadership skills
  • Bilingual in English and Chinese (Need to do simple translation and to handle Chinese speaking Customers).

 

Accountabilities and Performance Measures:

  • Achieves customer support with minimum complaints
  • Maintains customer feedback records
  • Meets assigned job expectations 
  • Maintains high customer satisfaction ratings that meet company objectives
  • Completes required training and development objectives within the assigned time frame.

 

Salary: as per Industry standards

Company Overview
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