HCM - Customer Service Executive

On of the parts:
1. Live chat:
- Own all communications between the company and customers via chat channels, including Messenger, Facebook comments across all Maison Facebook pages, Instagram, Freshchat, Zalo, Viber, and platform chat applications (Lazada, Shopee, Tiki)
- Ensure all incoming chat requests from customers are acknowledged, owned, handled within agreed time, and handled professionally leaving a high customer experience
- Consult, advise, and assist customers with products, brands, prices, campaigns, services, orders, and policies across all chat channels
- Create sales opportunities by converting inquiries to orders across chat channels and reach revenue targets set by the company
- Have full understanding of Operations, Buying, Logistics, E-commerce, Marketing and Finance processes, together with customer service policies, to provide first level of customer support via chat channels with the highest quality and time service levels
- Escalate and transfer issues appropriately and correctly to the solutions team for requests that require further investigation
2. E-com / Hotline
- Own all communications between the company and customers via phone channels, across hotlines.
- Ensure all incoming phone requests from customers are acknowledged, owned, handled within agreed time, and handled professionally leaving a high customer experience.
- Consult, advise, and assist customers with products, brands, prices, campaigns, services, orders, and policies via phone channels.
- Greet new Maison Online customers and confirm order details with the highest quality and time service levels to increase the chance of successful deliveries.
- Provide customer assistance in all operations related to orders, at each stage of the shipment, payment, return and refund processes; coordinate with internal teams to ensure all SLAs are met at each stage of the shipment, payment, return and refund processes.
- Decrease the loss of opportunity in Maison Online sale funnel by converting failed, cancelled, rejected, and returned orders.
- Identify potential customers from phone communications, actively interact, and transfer sales opportunities to the tele sales team.
- Have full understanding of Operations, Buying, Logistics, E-commerce, Marketing and Finance processes, together with customer service policies, to provide first level of customer support via hotline with the highest quality and time service levels.
- Escalate and transfer issues appropriately and correctly to the solutions team for requests that require further investigation.
3. Solutions / Email
- Own all communications between the company and customers via email channels, whether as addressed to customer service or replies to newsletters and transactional emails.
- Ensure all incoming email requests from customers are acknowledged, owned, handled within agreed time, and handled professionally leaving a high customer experience.
- Own all requests, issues and feedback improvements communicated directly by customers, or transferred by after sales and live chat teams.
- Have a full understanding of Operations, Buying, Logistics, E-commerce, Marketing and Finance processes, together with customer service policies, to autonomously support customers in any given situation with the highest quality and time service levels.
- Coordinate with Operations, Buying, Logistics, E-commerce, Marketing and Finance teams to investigate and solve customer issues and requests timely and with the highest service levels, escalating any issues appropriately and correctly.
- Own customer satisfaction monitoring initiatives, through CSAT and NPS programs, and follow-up on replies to gather and consolidate further insights.
- Centralize customer feedback, coordinate with internal teams to provide an action plan in improving services & policies, and manage project plans until full completion.
- Identify potential customers from email communications, actively interact, and transfer sales opportunities to the tele sales team.
4. Tele sale
- Own all outgoing phone and SMS communications between the company and customers in the context of tele sales initiatives.
- Design tele sale programs in line with marketing campaign calendar for both offline and online, and build unique selling point and sale strategy.
- Build segmented customer lists with call schedule in line with other channels in order to maximize the chance of successful sales while preventing intrusive and excessive interactions with customers.
- Assist customers to place orders, or place orders on behalf of customers, and reach revenue targets set by the company.
- Consult, advise and assist customers with products, brands, prices, campaigns, services, orders, and policies via phone channels.
- Have full understanding of Operations, Buying, Logistics, E-commerce, Marketing and Finance processes, together with customer service policies, to provide first level of customer support via hotline in case of customer inquiry during tele sales initiatives.
- Escalate and transfer issues appropriately and correctly to the solutions team for requests that require further investigation in case of customer inquiry during tele sales initiatives.