Customer Service Representative – 客服專員(香港)

ZALORA
Contractual
Application ends: December 30, 2022
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Job Description

We are looking for an excellent support system for the company and wants to continue to grow and shine with us. Working together with both Customer Service and Logistics team, this role requires good communication and negotiation skills. This role is based in Malaysia.

Responsibilities:

  • Identify and assess customers’ needs based on past interactions to exceed customers’ expectations
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Utilize excellent customer service skills and take over escalated calls/walk-ins when needed
  • Able to escalate unresolved queries and redirect problems to correct resources when needed
  • Ensure proper recording, documentation, and closure
  • Ability to multitask, prioritize, and manage time effectively
  • Recommend procedure improvements and work on implementation

Requirements:

  • While we prefer someone with a degree, it’s not essential as we are looking for someone with a vibrant personality to handle our customers
  • Willingness to learn about our awesome products and services
  • Have an eye for details and is not afraid to take ownership of the situation when needed
  • Able to communicate in English both written and in speech
  • Good proficiency in spoken Cantonese and ability to write Traditional Chinese is a must
  • Able to do rotational weekend shift
  • Able to work between 9:00am-7:00 pm, 5 days a week
  • A customer-oriented person who is friendly yet determined to excel in a fast-growing company

崗位職責:

  • 接受客户咨询,记录客户咨询、投诉内容,按照相应流程给予客户反馈;
  • 为客户提供完整准确的方案及信息,解决客户问题,提供高质量服务;
  • 回复電話質詢、電郵質詢、與聊天欄質詢;
  • 與客戶建立並保持良好的關係。

崗位需求:

  • 擅長中文與粵語(交談與書寫)。
  • 具備至少一年的相關經驗者為佳。
  • 一周工作五天,週休二日。(工作時間有可能安排在週末,隨班安排)
  • 由于工作需要应对香港市场,申请者必须能说的一口流利粤语。

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