Customer Service Agent

Customer Service Agent (Email/Chats)

• Primarily act as the interface between buyer and seller via various contact channels, setting realistic expectations, resolving fulfilment related problems and providing support to the customer ensuring a high level of satisfaction.

• Primarily handle inquiries via social media platforms pertaining to orders, payments, shipping, vouchers and etc from both seller and buyer through native channels or through Salesforce

• Primarily handle escalations related, manager call-backs and service recovery cases via emails

• This position is expected to provide First Contact Resolution (FCR) according to standard operating procedures. In the event of non-FCR, you are expected to follow up and respond users via call back, email and social media on timely manner

• Manning of respective escalation queues and backlogs focusing on such as Logistics, Payments and Cross Border etc

• Update case details appropriately. eg: Gdocx, Salesforce and etc 

• To meet Key Performance Indicators (KPI) like average handling time, FCR rate, contact response rate, customer satisfaction score and etc

• To record case details in Customer Relationship Management (CRM) • Communicate effectively by providing accurate information to the users and external partners such as

• Ensure resolution of fulfilment related problems and disputes 

• Provide an effective solution for customer disputes issue 

• Assisting in developing and improving existing dispute process 

• To communicate effectively and accurately when communicating with users & stakeholders 

• To assist Team Leader to monitor real time performance and initiate appropriate actions

• Assume additional responsibilities as assigned

• Communicate effectively with team members

• To take on ad-hoc projects/assignments

• Undertake any other duties as-and-when assigned by Management.