Major Responsibilities:Front Office - customer service

• Handle inbound and outbound calls according KPI set up by the company
• Answer by email and by phone to 100% of client queries (product information, product availability, order follow up, delivery, return procedure, claim, miscellaneous…)
• Be a communication bridge between customer and internal stakeholders.
• Ensure all the requests are closed within the targeted time frame and with the highest quality of service.
• Offer best service to customer by following-up cases, assess customer mood, and gather feedback for improvement.

Back office - order workflow

• Review and validate the orders; contact customer if the order cannot be fulfilled
• Oversee end-to-end order processing workflow, ensure all are invoiced correctly.
• Full responsibility of returned/exchanged orders. Perform a standard quality control and process procedures until return/exchange/refund is succeed.
• Strong link with logistics and Finance teams

Activity follow up

• Create a weekly/monthly/quarterly/yearly of enquiry report with analysis.
• Provide insight of customer and action plan

Requirements & Capabilities:

• At least 3 years’ experience in customer services or call center.
• Experience in back-office management (Magento) will be an advantage.
• Experience in luxury retail industry will be an advantage.
• Service-minded and detail-oriented.
• Product knowledge and luxury sensitive
• Service and excellence oriented
• Problem solving skills
• Ability to handle stress and complex situations
• Good verbal and written in English and Mandarin, as well as Taiwanese.
• Team player.