Senior Executive - Global Customer Service (Remote)

Role Overview:
Handelnine Global is seeking a highly motivated and skilled Senior Executive - Global Customer Service to join our customer service team. The ideal candidate will work closely with the Team Leader to resolve international customer queries and ensure a seamless experience for customers across multiple countries. This is a key position in helping us maintain and grow our global customer service operations.

Key Responsibilities:

• Customer Query Resolution:
  Efficiently address and resolve international customer queries via multiple communication channels (email, live chat, phone) to ensure customer satisfaction.
• Timely and Professional Responses:
  Ensure that all customer queries, regardless of their nature, are addressed promptly and professionally, maintaining high standards of communication.
• Proactive Support:
  Anticipate customer issues and provide proactive solutions before they escalate, minimizing repeat queries and improving customer satisfaction.
• Personalized Service:
  Tailor responses to individual customer needs and issues, ensuring that each customer feels valued and heard.
• Multichannel Support:
  Provide support across various communication channels, including email, live chat, and phone, ensuring consistent and reliable service regardless of the medium.
• Issue Documentation:
  Accurately document customer interactions, queries, and resolutions in the CRM system to ensure a clear record for future reference and improved service continuity.
• Escalation Prevention:
  Work to resolve issues at the first point of contact whenever possible, minimizing the need for escalations and ensuring a smooth customer experience.
• Empathy and Patience:
  Demonstrate patience and empathy, especially in handling frustrated or upset customers, to effectively manage their concerns and turn challenging situations into positive experiences.
• Collaborative Resolution:
  Collaborate with other internal teams (such as logistics, technical support, and product teams) when necessary to resolve complex queries and ensure a complete resolution.
• Continuous Improvement:
  Analyze recurring customer issues and work with the team to recommend improvements in processes, policies, or systems that could lead to better customer experiences and reduce future queries.

• Escalation Management:
• Effective Handling of Complex Cases:
  Manage high-priority or complex customer escalations with a calm, solution-focused approach, ensuring that issues are addressed thoroughly and professionally.
• Timely Resolution:
  Ensure that escalated issues are resolved within a defined timeframe, adhering to company standards for escalation handling and providing customers with regular updates.
• Root Cause Analysis:
  Identify the underlying cause of recurring issues during escalations and work closely with relevant departments to implement corrective actions that prevent future occurrences.
• Collaboration with Senior Management:
  Work closely with senior management and relevant teams (e.g., operations, and logistics) to ensure that all escalations are handled effectively and that no issue goes unresolved.
• Customer Communication:
  Maintain transparent communication with the customer throughout the escalation process, ensuring they are informed of the status, next steps, and expected resolution timelines.

Desired Candidate Profile:

• Experience: 2-4 years of experience in a customer service role, specifically handling international customers.
• Skills:
• Strong problem-solving skills with the ability to listen attentively and resolve issues effectively.
• Analytical mindset to identify trends and patterns in customer queries.
• Excellent communication skills, both written and verbal.
• Strong interpersonal skills with the ability to work collaboratively with a team.
• Results-oriented and self-driven with the ability to handle multiple tasks simultaneously.
• Education: A minimum of a graduate degree in any field.
• Industry Background:
• Experience in e-commerce, online retail, or related sectors is highly preferred, with a strong understanding of the customer journey in an online shopping environment, from order placement to post-purchase support.