CUSTOMER SERVICE ASSOCIATE

19.05.2024

Customer Service Associate

Type de contrat : CDI

Pays/Région : Singapour

Ville : Singapore

Travail : Retail

Expérience : Minimum 1 an

Société : HERMES E-MESA PTE LTD

Description du poste

E-MESA is a structure operating under Hermes South Asia Region. This entity based in Singapore is an autonomous business unit holding 4 Hermes.com websites. We operate online sales for Singapore, Malaysia and Middle East markets, and the Client Relations Center for our 3 Singapore stores, 3 Airport stores and 2 Malaysia stores.

The Customer Service associate is mainly responsible of answering to customers queries by phone, email and other omni-channels. He/she is also in charge of the online orders workflow and back-office tasks.
He/she is an ambassador of the Maison and brings the highest quality of service and excellence to answer our clients. He/she is the main entry contact for our clients and is accountable for satisfying their request in compliance with the Terms and Conditions and rules set by the company.

Actions
Front Office - customer service

• E-Commerce center for the 4 stipulated markets, and contact center for Singapore and Malaysia clients
• Reply all customer enquiries (product information/availability, order follow up etc.) and feedback within stipulated timelines via various omni-channels (calls, emails, live chat, Whatsapp etc.)
• Forward customer enquiries to the relevant stakeholders for prompt follow up (stores, management, legal etc.)
• Assist customers with regards to their orders, source/locate products within reasonable means
• Assist and provide support to customers for exchanges and returns
• Maximize cross sales opportunities in all customer correspondence by suggesting related/alternative products and offering back orders when possible
• Ensure all requests are closed within the targeted timeframe with the highest quality of service
• Constantly drive improvement in processes and customer service levels to deliver KPIs
• Meet stipulated agent KPIs set out in monthly scorecard

Back office - order workflow

• Review and validate online orders; Perform follow up with customers regarding any issues with order
• Contribute to deliver the monthly sales budget with the best level of service and customer satisfaction for orders
• Work closely with Operations/Warehouse team to ensure smooth workflow up till invoicing stage
• Liaise with Warehouse team to ensure returned items pass quality control checks, and perform backend exchange/refund to close loop
• Build strong rapport with various stakeholders (operations, IT, merchandising, retail stores etc.) to ensure smooth process flow for E-commerce sales

A propos du groupe Hermès

Créateur, artisan et marchand d’objets de haute qualité, Hermès est, depuis 1837, une maison française, familiale et indépendante qui emploie près de 20 000 collaborateurs dans le monde. Animé par un esprit d’entreprendre continu et une exigence constante, Hermès cultive la liberté et l’autonomie de chacun grâce à un management responsable. L’entreprise perpétue la transmission de savoir-faire d’exception par un ancrage territorial fort dans le respect des hommes et de la nature – source de matières d’exception. Quinze métiers artisanaux irriguent la créativité de la maison dont les collections rayonnent dans plus de 300 magasins dans le monde.