After Sales Customer Service Representative, Taguig

JOB DESCRIPTION (DUTIES AND TASKS)

- Respond to customer inquiries chat in a timely and professional manner

- Address and resolve customer concerns, complaints, and issues efficiently

- Provide accurate information about products, services, and company policies

- Process orders, returns, exchanges, and refunds as needed

- Maintain customer records and update account information

- Escalate complex issues to the appropriate department when necessary

- Follow up with customers to ensure resolution and satisfaction

- Meet or exceed performance metrics such as response time, resolution rate, and customer satisfaction

- Stay updated on product knowledge, promotions, and company updates

- Coordinate with team members and other departments to ensure timely order fulfillment.

- Support live selling operations when needed

- Perform other duties and tasks that may be assigned by the immediate supervisor.

Reports Management

-Generate reports on customer concerns, trends, and recurring issues

- Prepare and maintain daily, weekly, and monthly customer service reports

- Track and analyze key performance metrics (e.g., response time, resolution rate, customer satisfaction)

- Monitor team performance, attendance, and productivity data

- Generate reports on customer concerns, trends, and recurring issues

- Ensure accuracy and completeness of all submitted reports

- Submit reports to management within required deadlines

- Identify insights and recommend improvements based on data analysis

- Maintain organized records of reports for reference and auditing

COMPETENCIES AND SKILLS

- E-commerce customer support (Shopee, Lazada, TikTok Shop)

- Ability to multitask during high-volume campaigns

- Data tracking and report generation

- Coordination with warehouse, logistics, and operations teams

- Attention to detail in order accuracy and customer records

- Problem-solving and decision-making skills under pressure

- Familiarity with CRM tools and e-commerce seller center dashboards

- Proficient in MS Office and customer service tools