Job Opportunities in Taiwan
September 18, 2024
HERMES ASIA PACIFIC LIMITED (TAIWAN BRANCH)
台北市
CUSTOMER SERVICE REPRESENTATIVE
18.09.2024
Customer Service Representative
-
Contract type: Regular position
Country/Region: Taiwan
City: Taipei City
Job: Digital
Experience: Minimum 3 years
Company: HERMES ASIA PACIFIC LIMITED (TAIWAN BRANCH)
Job description
Major Responsibilities: Front Office - customer service
Back office - order workflow
Activity follow up
- Handle inbound and outbound calls according KPI set up by the company
- Answer by email and by phone to 100% of client queries (product information, product availability, order follow up, delivery, return procedure, claim, miscellaneous…)
- Be a communication bridge between customer and internal stakeholders.
- Ensure all the requests are closed within the targeted time frame and with the highest quality of service.
- Offer best service to customer by following-up cases, assess customer mood, and gather feedback for improvement.
Back office - order workflow
- Review and validate the orders; contact customer if the order cannot be fulfilled
- Oversee end-to-end order processing workflow, ensure all are invoiced correctly.
- Full responsibility of returned/exchanged orders. Perform a standard quality control and process procedures until return/exchange/refund is succeed.
- Strong link with logistics and Finance teams
Activity follow up
- Create a weekly/monthly/quarterly/yearly of enquiry report with analysis.
- Provide insight of customer and action plan
- At least 3 years’ experience in customer services or call center.
- Experience in back-office management (Magento) will be an advantage.
- Experience in luxury retail industry will be an advantage.
- Service-minded and detail-oriented.
- Product knowledge and luxury sensitive
- Service and excellence oriented
- Problem solving skills
- Ability to handle stress and complex situations
- Good verbal and written in English and Mandarin, as well as Taiwanese.
- Team player.
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