Major Responsibilities:

Front Office - customer service

Handle inbound and outbound calls according KPI set up by the company Answer by email and by phone to 100% of client queries (product information, product availability, order follow up, delivery, return procedure, claim, miscellaneous…) Be a communication bridge between customer and internal stakeholders. Ensure all the requests are closed within the targeted time frame and with the highest quality of service. Offer best service to customer by following-up cases, assess customer mood, and gather feedback for improvement.

 

Back office - order workflow

Review and validate the orders; contact customer if the order cannot be fulfilled  Oversee end-to-end order processing workflow, ensure all are invoiced correctly. Full responsibility of returned/exchanged orders. Perform a standard quality control and process procedures until return/exchange/refund is succeed. Strong link with logistics and Finance teams

 

Activity follow up

Create a weekly/monthly/quarterly/yearly of enquiry report with analysis. Provide insight of customer and action plan Requirements & Capabilities:  At least 3 years’ experience in customer services or call center.  Experience in back-office management (Magento) will be an advantage. Experience in luxury retail industry will be an advantage. Service-minded and detail-oriented. Product knowledge and luxury sensitive Service and excellence oriented Problem solving skills Ability to handle stress and complex situations Good verbal and written in English and Mandarin, as well as Taiwanese. Team player.