Customer Support:
• Provide front-line support to resolve customer inquiries and complaints within predefined standards and KPIs.
• Collaborate with call center teams and store staff to address escalated customer issues quickly and effectively.
• Manage communication between the CS team and 3PL warehouses to ensure accurate and timely returns processing.
• Support the management of customer complaints, returns, and repairs to ensure a seamless customer experience.
Operational Support:
• Assist in monitoring service provider performance, including data collection, KPI tracking, and report generation.
• Support the in-house CS team with repair and quality control processes as needed.
• Participate in budget forecasting (OPEX, CAPEX) on a quarterly and yearly basis.
• Provide OJT on daily offline CS operations during the onboarding of dispatched staff.
Process Improvement:
• Identify opportunities to improve customer service processes and reduce response times.
• Support initiatives to enhance customer satisfaction and streamline service operations.
Collaboration and Communication:
• Work closely with E-commerce, QA, and Sales teams to ensure alignment on customer service strategies.
• Assist in training new CS team members and provide ongoing support to colleagues.
경력 및 자격요건
• 2-3 years of experience in customer service or related fields.
• Bachelor’s degree in a related field (e.g., Business, Communications, Customer Service Management).
• Strong communication and interpersonal skills.
• Ability to handle high-stress situations and multitask effectively.
• Proficiency in IT and e-commerce platforms.
• Excellent organizational and problem-solving abilities.
• Good understanding of both online and offline customer service operations.
담당업무
02-6281-5009
janam@nterway.com
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