Service Representative

仕事内容

• Understand deeply the account operation on Alibaba

• Consulting and training customers on how to operate accounts via zalo, email, phone ... to ensure customers operate accounts in the best way

• Interface with other departments for best possible co-operation and utilisation of resources, e.g Operations Leader, Export Leader for efficient supply of services and upgrading procedures,

• Receive the latest information and events from Alibaba to inform customers.

• Work as a translator for managers when required.

• When customers have problems, in charge of contacting Alibaba to help solve them.

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.

• Ensure customer satisfaction and provide professional customer support.

• Responsible for the efficient and professional daily operation of Service Team, both in terms of staff performance and operational systems

• Build short-term and long-term plans for Service Representative based on company sales target, including staff resource, staff training, functioning procedure improvement,...

• Ensure well-functioned administrative procedures in the Department, including correct and timely reporting

• Analyze advertisement campaigns performance data to help customers

• Lead the development of customer excellence projects, programmes, and processes intended to help the organisation understand, analyse, and create a positive customer experience along with every touchpoint

• Research on customer experience and innovation in terms of best practices, methodologies, and tools applied within and beyond the e-commerce industry

• Gather intelligence related to the needs and wants of current and targeted customers; design and integrate systems and processes to support the collection and synthesis of customer feedback

• Identify innovation opportunities in customer experience, develop and prioritise initiatives with business leaders and stakeholders that will encourage differentiation and customer loyalty

• Develop measurement tools, as well as change and communications programmes, to continuously improve adoption of best practices throughout the organisation

• Work closely with other business functions to incorporate customer experience strategies and seek out opportunities to improve the customer experience