The Customer Service Representative (CSR) serves as the direct frontline voice of BENCH/ and Secret Fresh in the digital space. The CSR is dedicated to providing exceptional customer service, managing inquiries, resolving issues, and driving conversion through live chat and marketplace message centers to maintain high customer satisfaction scores.
Job Role
- Inquiry Management: Promptly and professionally answer customer inquiries regarding product details, sizing, availability, and shipping statuses via Shopify chat, Lazada, Shopee, Zalora, and social media channels.
- Order & Issue Resolution: Handle customer complaints, delivery delays, wrong/damaged items received, and process refunds or returns in coordination with the E-Commerce Assistant and logistics team.
- Sales Conversion: Proactively assist customers in their buying journey, recommending alternatives for out-of-stock items to drive store conversion rates.
- Escalation & Reporting: Collate common customer pain points, system glitches, or product defects, and escalate them to the Supervisor for continuous operational improvement.
- Review Management: Monitor and respond to product and store reviews, encouraging positive feedback and addressing negative feedback to protect the brands online reputation.
Qualifications
- Education: Bachelor's Degree or College Level (completed at least 2 years) in any field.
- Experience: At least 1 year of experience in Customer Service, Call Center (BPO), or E-Commerce chat support. Experience handling retail/fashion brands is a major plus.
- Technical Skills: Familiarity with the chat tools of Shopee, Lazada, TikTok Shop, and Shopify. Ability to type quickly and accurately.
- Soft Skills: High level of empathy, patience, problem-solving skills, and the ability to work under pressure during peak mega-campaign days (e.g., 11.11, 12.12).
- Communication: Excellent written communication skills in English and Filipino, with a polite, helpful, and brand-appropriate tone. Must be comfortable adhering to Suyen Corporation's customer service guidelines.
