Customer Service Executive

• Seeking an experienced customer service executive who has the technical and practical knowledge of customer service/relationship management process in a retail environment

• The ideal candidate should be from a retail environment (online/superstore/discount), should be a proven self-starter who understands the nuances of customer service in a retail environment, for several fashion product categories
• The executive should have experience in multiple customer service support channels eg in-bound/outbound calling, e-mail, web chat etc
• The customer service manager will collaborate with internal teams for a satisfactory user experience

Responsibilities:

• Help customer service and retention function, handle customer queries, complaints, suggestions and requests on multiple support channels e-mail, phone, web chat etc

• Collect and collate customer feedback for inputting into further development of product and technology
• Optimize the customer service function to provide best service at low cost (minimize the cost per service)
• Ability to provide feedback on website from the customer's point of view
• Help the IT team on an on-going basis by making suggestions for enhancing the web shop, and IT middleware from a customer service perspective

• 2+ years of experience in customer service/relationship management. Successful experience in customer service, in multi-product, multi-channel (inbound / outbound phone, e-mail, chat, etc.) retail environment.
• Excellent Verbal and Written communication
• Ambitious in nature
• Love for fashion and lifestyle products
• Strong understanding of customer psyche and issues in retail purchases and the ability to manage/reduce customer service costs
• Ability to create/analyze reports and give recommendations.
• Ability to remain flexible and willing to change strategies
• Ability to be self motivated and create an exciting workplace
• Retail (online/superstore/discount) experience strongly preferred