Main Task:

• Providing assistance to customers, resolving issues effectively, processing orders accurately, maintaining detailed records, collaborating with internal teams, and continuously improving service delivery

Customer Interaction:

• Respond promptly to customer inquiries via live chat
• Handle and resolve customer complaints in a professional and empathetic manner.
• Provide accurate information about products, services, and policies.

Order Processing:

• Assist customers with order placement, tracking, and cancellations.
• Process returns and exchanges according to company policies.

Documentation:

• Maintain accurate and detailed records of customer interactions and transactions.
• Document and report recurring issues to the appropriate departments.

Customer Education:

• Educate customers on product features, promotions, and usage.
• Provide guidance on self-service options and resources.
• Collecting Negative Feedback and escalate to TL
• Discuss and attend to customer inquiries through Shopee or other platforms
• Reach out and follow up with customer on the escalations from Social Media team

Ticketing Platform

• Manages escalations on lost of package
• Follow up on the ticket status till IT is complete with satisfactory

Managing

• Bad rating on platforms
• Return Refund through System
• Return Refund escalations