04.01.2021

Customer Service Associate

  • CDI
  • Singapour
  • Singapore
  • Administration des Ventes & Services Clients
  • Minimum 3 ans
  • Hermès Middle East South Asia (HMESA)

General Role


<p>The Customer service associate is mainly responsible of answering to customers queries by email and by phone. He/she is also in charge of the online orders workflow and back office tasks. He/she is an ambassador of the house and brings the highest quality of service and excellence to answer our clients. He/she is the main entry contact for our clients and is accountable for satisfying their request in compliance with the terms and conditions and rules set by the company.</p>

Main responsibilities


<p><u>Front Office - customer service</u></p> <ul> <li>Call center for Singapore and Malaysia clients</li> <li>Answer by email and by phone to 100% of client queries (product information, product availability, order follow up, delivery, return procedure, claim, miscellaneous…)</li> <li>Forward queries to the dedicated people if needed (store, management, After Sales…)</li> <li>Ensure all the requests are closed within the targeted time frame and with the highest quality of service</li> </ul> <p><u>Back office - order workflow</u></p> <ul> <li>Review and validate the orders; call the customer if the order cannot be fulfilled</li> <li>Once validated, follow up the workflow till the invoice (picking and packaging are done in our warehouse)</li> <li>Create the shipment request and transmit tracking number to the customer</li> <li>Follow up the returns, and once quality control is successful, proceed to the validation of the exchange or refund</li> <li>Strong link with logistics and Finance teams</li> </ul> <p><u>Activity follow up</u></p> <ul> <li>Sales reporting (type of order, mean of payment…)</li> <li>Enquiries and claims reporting: by typology (delivery, product…); return and exchanges follow up</li> </ul>

Profile


<ul> <li>At least 3 years’ experience in customer services or call center</li> <li>Experience in luxury retail industry</li> </ul>