Customer Service (Chinese Speaking)

About us:
Innovative Hub is an e-commerce enabler, offering a wide range and effective services to SMEs. As the official Global Service Partner of [protected info] in Singapore, IH has served more than 1,000 local SMEs, transforming and digitalising their traditional business onboard [protected info]
IH enables businesses to sell globally through digitalisation and delivers innovative applications like Digital Marketing Services, Cross Border Ecommerce Solutions and offline Business Matching Services to companies specialising in e-commerce platforms for them to go beyond traditional business practices.
Responsibilities:
• Understand deeply the account operation on [protected info]
• Consulting and training customers on how to operate accounts via zalo, email, phone ... to ensure customers operate accounts in the best way
• Interface with other departments for best possible co-operation and utilisation of resources, e.g Operations Leader, Export Leader for efficient supply of services and upgrading procedures,
• Receive the latest information and events from Alibaba to inform customers.
• Work as a translator for managers when required.
• When customers have problems, in charge of contacting Alibaba to help solve them.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Ensure customer satisfaction and provide professional customer support.
• Responsible for the efficient and professional daily operation of Service Team, both in terms of staff performance and operational systems
• Build short-term and long-term plans for Service Representative based on company sales target, including staff resource, staff training, functioning procedure improvement,...
• Ensure well-functioned administrative procedures in the Department, including correct and timely reporting
• Analyze advertisement campaign's performance data to help customers
• Lead the development of customer excellence projects, programmes, and processes intended to help the organisation understand, analyse, and create a positive customer experience along with every touchpoint
• Research on customer experience and innovation in terms of best practices, methodologies, and tools applied within and beyond the e-commerce industry
• Gather intelligence related to the needs and wants of current and targeted customers; design and integrate systems and processes to support the collection and synthesis of customer feedback
• Identify innovation opportunities in customer experience, develop and prioritise initiatives with business leaders and stakeholders that will encourage differentiation and customer loyalty
• Develop measurement tools, as well as change and communications programmes, to continuously improve adoption of best practices throughout the organisation
• Work closely with other business functions to incorporate customer experience strategies and seek out opportunities to improve the customer experience