Job Summary:
Provide pre-sales, in-sales, and after-sales services to customers through email, phone, and online channels etc,. Handle customer issues and complaints effectively, ensuring service quality, improving the customer experience, and enhancing brand image.
Responsibilities:
* Customer Support: Provide professional product consultation and after-sales support to customers via email, phone, and online chat.
* Order Management: Handle customer orders, including inquiries, modifications, cancellations, and returns/exchanges, ensuring customer needs are met.
* Problem Solving: Identify and resolve customer issues promptly to enhance customer satisfaction and maintain the company's image.
* Address customer complaint: Monitor and address customer negative reviews on e-commerce platforms, social media, and app markets, etc. and resolve customer issues effectively.
* Feedback Collection: Gather customer feedback, compile reports, and provide improvement suggestions to optimize products and services.
* Team Collaboration: Work closely with sales, logistics, and other teams to ensure smooth information flow and quick response to customer needs.
* Other tasks: Perform other tasks as required.
Qualifications:
* Education: Bachelor degree, preferably in a related field.
* Experience: 3 years experience in e-commerce customer service, familiar with Amazon, Shopify platform.
* Language Skills: Fluent in German and English communication skills, both written and spoken; knowledge of other languages is a plus.
* Skills: Familiarity with 3C electronics products and a basic understanding of trouble shooting steps; strong customer service mindset and communication skills, strong problem-solving abilities. Familiar with customer service systems and related tools, with data analysis capabilities.
* Personal Traits: Patience, attention to detail, and a positive work attitude; ability to maintain good performance under pressure.
Job Type: Full-time
Pay: £24,500.00-£25,000.00 per year
Work Location: In person