DFI Retail Group

Is this your next challenge in Customer Service?

The challenge is to:

• Provide accurate information on company products, promotions and services
• Professionally handle customer enquiries and complaints
• Manage front-end issues and coordinate with relevant departments to resolve incorrect product information, freebies, promotions, pricing or advertising
• Process orders, refunds and returns promptly and accurately
• Follow up on fulfilment issues and arrange appropriate compensation when required
• Record customer feedback and reviews in the CRM to support service improvements
• Collaborate with cross-functional teams on front-end feature and product development, campaign execution, and fulfilment processes
• Coordinate and monitor daily operations and performance of external customer service and social media agencies
• Prepare regular reports for management on customer satisfaction and service performance

Do you have experience in Retail/ FMCG?

• Ability to work within a structured environment with dependent timelines and SLAs
• Customer oriented, detail-minded with excellent problem-solving skills
• Strong passion for delivering a positive customer experience, highly motivated with strong initiative
• Strong verbal and written communication skills, with excellent interpersonal and relationship building skills
• Proficiency in MS Office (Word, Excel, Power Point) and Chinese Word Processing
• 2-3 years experienced in eCommerce, FMCG or solid operation support is an advantage