Customer Service Representative

Major Responsibilities:
Front Office - customer service


* Handle inbound and outbound calls according KPI set up by the company


* Answer by email and by phone to 100% of client queries (product information, product availability, order follow up, delivery, return procedure, claim, miscellaneous)


* Be a communication bridge between customer and internal stakeholders.


* Ensure all the requests are closed within the targeted time frame and with the highest quality of service.


* Offer best service to customer by following-up cases, assess customer mood, and gather feedback for improvement.

Back office - order workflow


* Review and validate the orders; contact customer if the order cannot be fulfilled


* Oversee end-to-end order processing workflow, ensure all are invoiced correctly.


* Full responsibility of returned/exchanged orders.

Perform a standard quality control and process procedures until return/exchange/refund is succeed.


* Strong link with logistics and Finance teams

Activity follow up


* Create a weekly/monthly/quarterly/yearly of enquiry report with analysis.


* Provide insight of customer and action plan

Requirements & Capabilities:


* At least 3 years' experience in customer services or call center.


* Experience in back-office management (Magento) will be an advantage.


* Experience in luxury retail industry will be an advantage.


* Service-minded and detail-oriented.


* Product knowledge and luxury sensitive


* Service and excellence oriented


* Problem solving skills


* Ability to handle stress and complex situations


* Good verbal and written in English and Mandarin, as well as Taiwanese.


* Team player.