Customer Service Executive [MY]

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Baozun Asia is seeking a Customer Service Executive who is a champion of our customer relationships and experience. He/she has a good track record in a service-oriented environment. The candidate maintains the customer database and business processes to provide effective customer service operations. By embarking on customer service in an eCommerce industry, the candidate also helps with order processing and order fulfilment tasks and quickly responds to customers' requests and queries. He/she analyses customers' needs to improve customer relationships and experience and makes recommendations to propose to the management. We are looking for someone who is a well-spoken, attentive, and patient team player. He/she is confident in addressing customers' issues effectively.

We are always on the lookout for bright, talented people. So, if you have what it takes to be the next eCommerce operations expert, you're welcome to reach out to us and drop us your resume.

Key Responsibilities:

  • Responsible to handle all customers inquiries in a quality manner  
  • Handle marketplace live chat, emails and answer customer's presales-related inquiries, including but not limited to Inventory Checking, Payment Status Checking, Product issue related cases  
  • Coordinate with the Sales, Products, and Logistics team to ensure the customer order is delivered on time  
  • Follow up orders from order placed to delivery & provide after-sales service  
  • Maintain accurate system records and monitor inventory transactions to ensure sufficient stock for customers  
  • Handle daily and ad hoc assignments as required to ensure KPI targets are met; including driving the sales, assisting with online marketing campaigns, promotion & etc.   
  • Prepare and generate sales report to supervisor and ensure data integrity  
  • Complaint Handling  
  • Provide insights into the e-commerce aspect to improve the customer shopping experience  
  • Report on the Customer Service performance 
  • Communicate with the brand representative to understand their needs for the online store platform 
  • Perform ad hoc projects assigned by Managers.

About You:

  • Diploma in the relevant field of study or equivalent level qualifications.
  • Preferably 2-3 years of customer-related experience in the E-Commerce industry.
  • Entry candidates with the right skillsets and attitudes are welcome to apply.
  • Strong understanding of customers and market dynamics.
  • Good interpersonal and organizational skills.
  • Highly adaptable and possess a strong willingness to learn.
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