Customer Service Executive

1/ Customer Support:

• Respond to customer inquiries promptly and professionally via phone, email, chat, or in-person.

• Provide accurate information about products, services, and policies.

• Assist customers with placing orders, processing returns, and handling any issues related to their accounts and orders.

• Resolve customer complaints and concerns in a timely and satisfactory manner.

• Investigate and troubleshoot issues, escalating complex problems to higher-level support as needed.

2. Strategy Development:

• Identify opportunities for improvement in customer service processes and systems.

• Develop and implement strategies to enhance the customer experience and streamline service operations.

• Analyze customer feedback and service metrics to inform project initiatives and decision-making.

• Ensure all interactions align with company standards and contribute to a positive customer experience.

• Ensure customer service standard operating procedures are updated and maintained

 3. Project Management:

• Lead and manage customer service projects from inception to completion, including planning, execution, monitoring, and reporting.

• Develop detailed project plans, including timelines, resource allocation, and risk management strategies.

• Coordinate with cross-functional teams to ensure project objectives are met on time

• Ensure all tasks are performed with a strong commitment to Safety and the implementation of 5S practices.

4. Collaboration:

• Share knowledge and best practices with colleagues to enhance team performance and service quality.

• Foster a collaborative environment and encourage team members to contribute ideas and solutions.

• Bachelor’s Degree required. IT background / major will be an advantage
• Able to effectively manage many priorities and issues.
• Collaborate across boundaries
• 4 years above experience in customer service for apparel industry preferred
• Understanding in customer service software and tools (such as microsoft applications, excel formulas, etc.)
• Strong in English both verbal and written
• Proven project management skills with experience in leading complex projects especially for ERP / IT systems development.
• Strong understanding of customer service principles, best practices and technical aspects of assigned product lines and customers.
• Excellent problem-solving and conflict-resolution abilities
• Excellent communication, leadership, and interpersonal skills.
• Ability to analyze data and make data-driven decisions.
• Proficiency in project management software and tools.