Customer Care Advisor

Job role: Customer Care Advisor

Job Purpose

Customer care advisor is to deliver exceptional customer service and support to clients in a small business setting. As a vital point of contact, the Customer care advisor listens to customer inquiries, resolves issues, and provides accurate information about the company's products or services. They build strong relationships with customers, ensuring their needs are met and fostering loyalty to the brand. With excellent communication, problem-solving, and interpersonal skills, the Customer Advisor plays a pivotal role in maintaining customer satisfaction and contributing to the business's growth and success.

Qualifications

• Bachelor’s degree is a must
• Minimum 2+ years of Customer Care experience
• Ecommerce operation background is a must
• Working knowledge of customer service software (Ticketing system, CRM and..), databases and tools is a must
• MS office proficiency.
• Strong communication skills/ People person.
• Advanced troubleshooting and multi-tasking skills
• Have good temperate to handle disputes and emergencies.
  
  
  

Job Responsibilities

• Handle stores escalations
• Escalate cases to the relevant department.
• Proceed with Orders’ refund.
• Improve customer service experience, Create engaged customers and facilitate organic growth
• Contribute in enhancing the customer experience through improving the operational processes.
• Coach and support outsourced customer service agents to maintain a perfect customer experience.
• Take full ownership of customers issues and follow up on problems through to resolution
• Analyze customers’ Contact reasons to develop new strategies and procedures.
  
  
  

Competencies

• Customer service orientation
• Initiative & Achievement Orientation
• Collaborating with Others
• Organizational Commitment
• Flexibility
• Analytical Thinking