Job Description
Customer Support
- Respond to customer inquiries promptly and professionally via phone, email, chat, or in-person.
- Provide accurate information about products, services, and policies.
- Assist customers with placing orders, processing returns, and handling any issues related to their accounts and orders.
- Resolve customer complaints and concerns in a timely and satisfactory manner.
- Investigate and troubleshoot issues, escalating complex problems to higher-level support as needed.
Strategy Development
- Identify opportunities for improvement in customer service processes and systems.
- Develop and implement strategies to enhance the customer experience and streamline service operations.
- Analyze customer feedback and service metrics to inform project initiatives and decision-making.
- Ensure all interactions align with company standards and contribute to a positive customer experience.
- Ensure customer service standard operating procedures are updated and maintained
3. Project Management
- Lead and manage customer service projects from inception to completion, including planning, execution, monitoring, and reporting.
- Develop detailed project plans, including timelines, resource allocation, and risk management strategies.
- Coordinate with cross-functional teams to ensure project objectives are met on time
4. Collaboration:
- Share knowledge and best practices with colleagues to enhance team performance and service quality.
- Foster a collaborative environment and encourage team members to contribute ideas and solutions.
Qualifications
- Bachelor’s Degree required. IT background / major will be an advantage
- Able to effectively manage many priorities and issues.
- Collaborate across boundaries
- 4 years above experience in customer service for apparel industry preferred
- Understanding in customer service software and tools (such as microsoft applications, excel formulas, etc.)
- Strong in English both verbal and written
- Proven project management skills with experience in leading complex projects especially for ERP / IT systems development.
- Strong understanding of customer service principles, best practices and technical aspects of assigned product lines and customers.
- Excellent problem-solving and conflict-resolution abilities
- Excellent communication, leadership, and interpersonal skills.
- Ability to analyze data and make data-driven decisions.
- Proficiency in project management software and tools.
Additional Information
All your information will be kept confidential according to EEO guidelines.
