- Responsible for the communication with all existing and potential customers by covering all channels, such as online chatting, WhatsApp, phone calls, e-mails, and others
- Solves all the customer issues including order fulfillment topics that may relate to pre-sale or post sale activities such as product inquiry, price, stock availability, payment, and order processing, receiving returns, exchange, wrong items, drivers deviating from the correct customer approach or address, etc.
- Communicates with various NokNok parties such as the drivers to ensure a timely delivery to the correct location and the warehouse staff when there are any missing items
- Handles filling in the incident reports for all the encountered customer issues
- Follows communication procedures, guidelines, and policies while maintaining a professional attitude towards customers
- Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers
- Takes pertinent information such as addresses from customers when they are not clear
- Assists with the placement, modifications, and cancellation of orders (with an attempt to persuade customers to reconsider cancellation)
- Follows and abides by a preset manual to fulfill the right steps of the tasks
- Depends on the present rules to financially compensate the customer (when needed) while investigating the source of the problem to identify the responsible parties
- Portrays a caring and professional image of the business to the customers
- Records actionable insights and data for the business to ensure that the consumers’ voices are heard, and adjustments are made
- Ensures that quality issues (e.g., quality deviation, OOS) and quality-related customer complaints are appropriately investigated and handled
- Seeks out and implements operational improvements to maintain, improve quality of service and increase customer satisfaction
- Operates as the interim of the Customer Service Manager during the night shift, accordingly, reports all urgent and critical service-related matters
- Performs other duties as assigned
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