德成行在线客服专员 eCommerce Customer Service Representative

在线客服专员

1.通过电话，邮件，在线聊天，社交媒体等渠道为用户提供卓越的服务和销售支持；
2.接收和解答用户的问题和疑虑，包括产品信息请求，在线商店的政策，和相关的订单处理问题；
3.能与其他部门协同工作（例如完成退货、财务退款和营销活动执行），处理相关用户请求；
4.检查网站产品库存，负责日常退货，换货，取消订单请求；
5.社交媒体渠道的内容撰写，定时编排和发送，包括Facebook，微博，和Instagram，
6.对电商团队进行额外的行政支持，例如一些Marketing的文字工作；

任职资格：
1.较强的中英文交流、书写能力；
2.能够快速，高效的解决问题，具有卓越的组织和时间管理能力；
3.能够熟练使用客服工单系统、CRM以及ERP订单处理系统（Magento优先考虑）；
4.熟练使用office系列软件，具有一定的数据分析能力；
5.1~3年客服工作经验；


eCommerce Customer Service Representative

Responsibilities and Duties:
• Deliver exceptional customer service and sales support via phone, email, online chat, social media, or anywhere else our customers engage with us;
• Receive and answer customer inquiries and concerns, including requests for product information, online store policies, order tracking, issue resolution, and general information;
• Liaise with individuals in other departments (e.g. Fulfillment, Returns, and Marketing) as necessary to better serve customers;
• Inspect daily returns and issue refunds for unworn and salable merchandise;
• Write, schedule and coordinate daily social media posts across all social media channels including Instagram, Facebook, Pinterest, and Twitter;
• Additional administrative support for E-commerce team as necessary;

Successful Customer Service Representatives will:
• Have excellent listening and communication skills;
• Have a pleasant phone voice and ability to clearly speak and be understood on the phone;
• Demonstrate multi-task skills to enter accurate data and type while speaking with customers;
• Remain calm and able to work under pressure when busy and help other team members;
• Self-manage daily tasks and workload;
• Show a high level of personal organizational skills;
Qualification:
• Strong oral and written communication skills, proficient in Chinese and English;
• Positive customer service mindset exceptional organizational, follow-up and time management skills;
• Experience using tickets system, CRM and Order Processing ERP system (Magento preferred)
• Proficient in Microsoft Office, ability to data analysis;
• One to three years prior full-time customer service experience;


Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to walk; sit and use hands. The employee is occasionally required to stand.

最近编辑时间: 2019-03-22