Qualification:
- At least 1year of experience as Consumer Care Executive
- At least College Graduate
Job Responsibilities:
Social Media Management
- Coordination and escalation of complaints and inquiries coming from Social media chats.
Lazada and Shopee Chat Management
- Coordination and escalation of complaints and inquiries related to products
- Responding to customers on shipment enquiries and deliveries.
Consumer Care Ownership
- Provide exceptional service to customers via phone, e-mail, live chats in pro -active manner, should be able to know fundamental product information) à Mastery of product knowledge required
- Resolve product or service problems by clarifying the customer complaints, determining the cause of the problem, selecting and explaining the best solution to solve the problem.
- Coordinating product replacements
- Keeping record of customer interactions, transactions, comments and complaints.
- Accurate Reporting and documenting ETQ, crisis management
- Keep record and Regular monitoring of Sponsorship/ proposals email
Monthly reporting
- Consolidating complaints and inquiries from all platforms
Brand Support
- Supporting ABMs on IRS follow up and deliveries
Maintaining the new in-house consumer home panel.
