Job Summary
After-sales service positions on e-commerce platforms are mainly responsible for handling customer inquiries, complaints, and return and exchange requests to ensure customer satisfaction. Good communication skills and problem-solving skills are required, and relevant work experience and educational background are usually required. The position also
- Minimum Qualification : Bachelors
- Experience Level : Internship & Graduate
- Experience Length : 1 year
Job Description/Requirements
Job Responsibilities:
Customer Support:
Communicate with customers through telephone, email, online chat and other channels to handle their inquiries, complaints and feedback.
Answer customers' questions about orders, returns, exchanges, product information, etc.
Problem Solving:
Handle problems in orders, such as wrong goods, out of stock, delayed delivery, etc.
Coordinate internal teams (such as warehousing, logistics, sales) to solve problems encountered by customers.
Return and Exchange Processing:
Handle customer return and exchange requests to ensure compliance with platform policies.
Check the status of returned goods and arrange refunds or replacements.
Order Tracking:
Track the processing progress of orders to ensure timely updates to customers.
Resolve order delays caused by delivery or inventory issues.
Customer Satisfaction Survey:
Conduct customer satisfaction surveys, collect feedback and make suggestions for improvement.
Analyze customer feedback to identify and solve potential service problems.
Record and Report:
Record customer interactions and keep accurate service records.
Generate service reports regularly to analyze common problems and customer needs.
Training and Support:
Provide after-sales service training for new employees.
Update and maintain FAQs and other support documents.
Job Requirements:
Education:
Bachelor's or college degree in a related field (e.g., marketing, business management, communications, etc.) is usually required.
Work Experience:
Experience in related fields (e.g., customer service, after-sales support) is preferred.
Understanding the operations and processes of e-commerce platforms will be a plus.
Skills and Abilities:
Excellent communication skills, able to communicate in fluent English and local languages.
Strong problem-solving skills and customer service awareness.
Ability to handle pressure and remain efficient in a fast-paced work environment.
Familiarity with common office software and customer management systems (e.g., CRM) is preferred.
Personal Qualities:
Patience and empathy, able to understand and meet customer needs.
High sense of responsibility and teamwork spirit.
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