Taiwan Job Openings

Hermès Paris

Customer Service Representative

CONTRACT

October 30, 2024

Customer Service Representative
At a glance
    Job Category
    Digital - E-commerce, Traffic Acquisition
    Start date
    09/18/2024
    Years of Experience
    Minimum 3 years
    Contract Type
    Unlimited contract
    Job Schedule
    Full time
    Locations
    Taipei - Office
    Legal Employer
    HERMES ASIA PACIFIC LIMITED (TAIWAN BRANCH)
    Posting Date
    09/18/2024, 05:11 AM
Details of the job
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.
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