Customer Service Associate

Key Responsibilities:

Front Office - Customer Service


* Respond promptly and effectively to clients' inquiries via calls, chats, and emails.


* Listening to the client attentively, troubleshooting, providing accurate information, and issuing solutions.


* Facilitating a seamless flow by acting as a liaison between clients and internal teams.


* Proactively gather client feedback, analyze trends, and identify where to improve our service.


* Collaborating cross-function with other departments, such as Stores Team, Finance, Communications, and Operations.

Back office - Ecommerce Orders Management


* Oversee the order management function and order validation process.


* Monitoring Warehouse picking and packing process.

Ensure all orders are fulfilled and dispatched within provided lead time.


* Fully in charge of all return and exchange orders by following the internal procedures and processing them in a timely manner.


* Efficiently manage and track orders, to ensure smooth processing and timely delivery.


* Regularly connect with external couriers for shipment management.

Reporting


* Provide a report on inquiries and client trends, along with analysis, on a monthly and yearly basis.


* Analyze and report on the performance of each communication channel.

The successful candidate for this role must flexibility in terms of time management and availability.

A Customer Service Associate will be expected to work on the weekends and public holidays, as well as be open to working in shifts.

Qualification and Requirements:


* At least 3 years of experience with proven skills in a customer services area or related field.


* Fluent in both spoken and written English and Thai.


* Service-minded and detail-oriented.


* Problem-solving skills.


* Effectively manage stress and skillfully navigate complex situations.


* Exhibits emotional resilience.


* Strong passion for our House.


* Intermediate proficiency in Microsoft tools and applications


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


* Experience in the luxury retail industry will be an advantage.


* Good Team player.