Job Description

This is an exciting opportunity for someone who is looking for career growth and skills advancement and to be part of a fast-paced and results oriented organization.

Company Profile

Our client is a leading distributor for Xiaomi ecological system products within the consumer electronics and home appliances segment across Australia and New Zealand. Operating from 2 main divisions: B2C and B2B channels, they partner with global brands to introduce products to market across leading retailers.

They are Financial Transaction Processing Industry based in New South Wales that handles various businesses in Australia, including Roborock Australia, Dreame Australia, Dog Gear Australia, PatPet Australia, Xiaowa, Telegraphic Transfer and Immersive Agency.

Overall purpose and responsibilities of the role:

The Customer Service Representative should have good communication skills and will be responsible for answering product related inquiries and providing quality customer service to B2B and B2C customers. Will also be accountable for consistently maintaining an exemplary customer service record and meeting all company goals and expectations.

Duties and Responsibilities:

• Maintain and update an accurate log of activity in the CRM system, and Google Sheets
• Direct customers to online resources
• Answer customer inquiries via chat, email, Product Review, SMS, social media, and calls
• Meeting Key Performance Indicators (KPIs)
• Chat Response Time: 30 Seconds
• Email Turnaround Time: 24-48 hours
• Update customer records in the system, including notes about interactions
• Pitch ideas for improving customer care
• Make recommendations to management to improve customer experience
• Consistent desire to learn new skills
• Maintains professional and technical knowledge
• Working within the system
• Perform other duties as assigned
• Convert customer into purchasing customers.
• B2B and B2C customers.

Must-have Skills / Qualification:

• Prior customer service experience is essential, but not required.
• Newbies or Fresh Graduate are also welcomed to apply
• Someone with Social Media Marketing and Accounting background is advantageous
• Effective communication skills
• Computer competences
• Ability to multitask, prioritize and manage time effectively

Job type: Permanent
Emp type: Rotating schedule between Monday to Sunday with 2 consecutive rest days; Rotating shift between 9AM to 9PM (Morning or Mid Shift)

Location: Makati or Ortigas

Industry: eCommerce
Expertise: Customer Service