The ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists
Responsibilities
- Respond to inbound calls, emails, and live chats from customers within industry SLA target. Achieve monthly overall Customer Satisfaction Score (CSAT).
- Handle escalated customer inquiries, complaints and complex issues, while ensuring timely resolution and maintaining a positive customer experience.
- Proactive to keep up to date and have good understanding on UNIQLO's products, services, and policies to effectively assist customers and address their needs.
- Cross-functional collaboration (with Store Operations, E-Commerce, Marketing, Logistics) to solve customer issues, brainstorm better ideas and achieve better outcomes on enhancing customer's experience.
- Compile and analyze Voice Of Customer (VOC) for collaboration with other departments to implement changes that will benefit customers.
- Able to adapt to various communication styles to multi-level stakeholders (customers, Customer Center team members, Store & Headquarter members).
- Possess the motivation to involve and engage stakeholders (Customer Center team members, Store & Headquarter members) through knowledge sharing and providing recommendations to improve work processes and practices, this includes team members support.
Qualifications
- At least 2 years work experience in call center or relevant work experience relating to customer service.
- Possess good knowledge with Amazon workspace or Microsoft.
- Computer literate especially in Ms. Office (Excel, Word, PowerPoint), Ms. Outlook.
- Highly committed and responsible.
- Demonstrates exceptional commitment to delivering outstanding customer experiences.
- Takes full ownership of customer issues and ensures timely resolution.
- Maintains a strong sense of responsibility for meeting service standards and organizational goals.
- Consistently upholds company values and policies while handling customer interactions.
- Shows proactive engagement and accountability in all assigned tasks.
- Strong communication and interpersonal skills
- Practice active listening and speaks clearly.
- Self-Motivated and Takes Initiative
- Possess the motivation and initiatives to understand and strive to achieve the set performance targets and expectations.
- Detail-orientated; with a focus in delivering work of high quality and accuracy.
- Able to work under pressure and flexible to an ever-changing environment.
