Customer Service Representative
Key Skills for This Role
Full Job Posting
Customer support and product information
- Receive customer inquiries through phone, WhatsApp, email, and social media platforms.
- Provide accurate information about honey product types, benefits, usage methods, prices, and offers.
- Answer questions about shipping, delivery, payment, and return and exchange policies.
- Handle upset or persistent customers professionally and provide effective, timely solutions.
- Record customer interactions in the system to support follow-up and improve service quality.
Complaints and issue resolution
- Receive complaints related to products, shipping, or payment; analyze issues, identify causes, and propose suitable solutions.
- Coordinate with warehouse, shipping, and finance departments to resolve issues.
- Follow up on complaints until resolution and inform customers of the final outcome.
Sales and order support
- Suggest suitable products based on customer needs and provide seasonal or new-product offers.
- Monitor abandoned carts and convert them into sales.
- Ensure customer data is accurate before processing orders.
Reporting and shipping coordination
- Generate daily reports on inquiries, sales generated from customer service, and customer satisfaction rates.
- Track request status with shipping partners and proactively inform customers of shipping delays or issues.
- Submit weekly reports on shipping partner performance and packaging quality.
Skills
- Proficiency in using computers.
- Experience in customer service.
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