Customer Service Representative
1 week ago
Key Responsibilities:
- Cultivate and nurture a positive and engaged community with customers.
- Respond to comments, questions, and messages across various platforms, both online and offline.
- Manage SAPG brands' social media presence. This includes scheduling posts and replying to comments.
- Gather user feedback and insights to enhance the user experience.
- Coordinate the planning and execution of influencer events and other campaigns.
- Encourage user-generated content and participation.
- Provide timely and accurate responses to customer queries via phone, email, or chat (WhatsApp/social media).
- Identify customer needs and assist them in utilizing specific features.
- Analyze customer feedback and prepare detailed reports.
- Update SAPG internal database with information regarding customer interactions and sales team discussions.
- Offer support to customers on WhatsApp, enabling them to place orders through the platform for e-commerce purposes, driving sales leads online and offline.
- Handle disputes, whether offline or online, effectively.
- Ensure customer inquiries are answered within a maximum of 1 hour.
- Provide customers with relevant product information, usage tips, and product recommendations.
Brand Reputation Management:
- Collect and share customer feedback with Product, Sales, and Marketing teams.
- Establish sustainable relationships and build trust with customer accounts through transparent and interactive communication.
- Adhere to communication procedures, guidelines, and policies.
- Stay connected with sales staff to ensure exemplary global customer service and compliance with SOPs, such as QC standards.
- Address customer service emails and calls promptly to ensure all queries are resolved satisfactorily.
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