Perform all procedures accurately, including following documented call flows, work processes, data entry requirements, and complaint management processes
Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied
Provide a high level of professionalism and competent customer service
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You will work closely with our Customer Service team and collaborate with Marketing to suggest customer rewards (lucky draws, gifts, vouchers, etc.) based on authentic customer feedback.
Maintain a comprehensive understanding of Chemmart Asia's product offerings, including fine chemicals and scientific products, to effectively address customer inquiries and provide technical support.
Collaborate with the sales and logistics teams to coordinate order fulfillment, track shipments, and resolve any delivery-related issues, ensuring timely and efficient delivery of products to customers.
Maintain accurate customer records and update the customer database with relevant information, including contact details, order history, and communication logs.
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For escalated cases, monitor progress according to the process and follow through until the case is closed — take end-to-end ownership of every case, regardless of issue type.
Conduct customer satisfaction (CSAT) call-back surveys according to the schedule and quota assigned by management, and complete valid questionnaires on time.
Apply empathy and de-escalation techniques to calm and reassure customers, maintaining a professional and courteous manner at all times.full time position also available
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Manage returns, refunds, exchanges, and disputes in line with company policy and each platform's guidelines.
Coordinate with TikTok Shop affiliates/creators and manage sample/commission requests where applicable.
Track shop performance metrics such as Shopee Penalty Points, TikTok Shop health score, response rate, and fulfillment rate, and take corrective action to stay compliant.
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