Responsibilities
- Act as the face of the brand by reflecting its culture and core values in every customer interaction.
- Shape customer perceptions through consistent professionalism, empathy, and a positive demeanor.
- Maintain a consistently respectful and solution-oriented attitude in all customer engagements.
- Address customer issues with professionalism and a constructive approach.
- Engage openly with customers, welcome feedback, and report concerns on their behalf.
- Assist customers with placing orders through the client’s online platform.
- Deliver prompt responses via inbound calls and email using designated communication channels.
- Handle payments and sensitive customer data with accuracy and strict confidentiality.
- Take initiative in resolving issues to protect brand reputation and customer trust.
- Recognize urgent matters and escalate them through proper internal pathways.
- Collaborate with team members to improve workflows and enhance support quality.
- Contribute ideas and recommendations to elevate service standards.
- Stay current with industry knowledge and skills through ongoing training and learning.
- Achieve all performance targets defined by the organization and client.
- Follow all company and client policies and procedures without exception.
Other
Fluency in English and Mandarin at B2 level or higher in reading, writing, speaking, and listening, as defined by the Common European Framework of Reference for Languages: https://www.coe.int/en/web/common-european-framework-reference-languages/level-descriptions
