Customer Care and Sales Support

Job description

Customer Care Job Description

- Daily interacting with B2C & B2B customers in response to product or customer service requests in a professional, accurate & timely manner.

- Responsible for customers’ enquiries incoming through all brand communication channels such as Email (Salesforce CRM), Call (customer care hotline), Chat (Line official / FB chat / Line in marketplace platform and brand website) and other channels (if any) dedicated to B2C & B2B inquiries.

- Providing support and comprehensive information related to the after sales services (warranty and post-warranty terms, repairs’ status, estimations; spare parts’ availability and prices etc.) as well as the brand, collections and technical specifications.

- Effectively exchanging information and interacting with stakeholders where necessary, to assist with efficient query or complaint resolution.

- Managing B2C refused estimates of service repairs (trial to convert them).

- Interacting with B2B partners to resolve effectively all end customer requests and complaints (incl. direct contact if a consent from end customer is obtained).

- Managing a loyalty voucher program.

- Assisting customers for accessories recommendation such as suitable strap that suits with appropriate watch.

- Processing the tasks by proficient use of all available tools (Salesforce, Outlook, SAP, CIS, Telephony system and others) incl. accurate & timely input and update of information to ensure that all records and systems are up to date.

- Handling customer requests/issues/complaints in line with the company & brand standards, policies and processes.

- Providing feedback and suggestions to develop and improve customer experience.

- Provide all CS reports and information required (on routine basis and / or additional requested)

- Performing other job-related duties or tasks defined by the line manager or resulting from assigned tasks.

Sales Support Job Description

- Assist team for operation and administrative task when having POS activities and roadshow to ensure smoothly and appropriate brand presentation as well as support commercial purpose

- Prepare and control monthly working schedule for PC staffs at POS as required by Brand and company with supervised and approved by retail manager

- Assist team for operation and administrative task such as product information in line sheet to upload in marketplace platform and own brand website when there is new product / price change / discount adjustment or setting

- Support team for training preparation such as document arrangement and coordination both internal and external

- Monthly arrangement of documentary and stuff to POS.

- Prepare internal memo with follow up to complete of authorized signature

- Any special or additional responsibility as assign by line manager