Job Overview:
As a Customer Relations Representative, you will play a critical role in nurturing and maintaining customer relationships. You will be responsible for swiftly resolving customer issues, ensuring a positive experience, and fostering long-term loyalty. Your focus will be on managing Post Delivery Issues (PDI), responding to customer reviews, and handling returns, all while ensuring customer satisfaction and encouraging repeat business.
Key Responsibilities:
- Manage and resolve Post Delivery Issues (PDI) by providing timely and effective solutions that meet the customer’s needs.
- Proactively engage with customers who have left reviews, addressing their concerns and seeking ways to turn negative experiences into positive ones.
- Handle product returns, processing requests efficiently while maintaining a customer-first mindset.
- Collaborate with internal teams, including support, logistics, and vendors, to ensure smooth issue resolution and clear communication.
- Track and follow up on customer interactions, ensuring all cases are resolved to a satisfactory conclusion.
- Maintain a high standard of professionalism and empathy in all customer interactions.
- Provide feedback on recurring customer issues to improve processes and prevent future concerns.
- Work night shift (8am PST - 4pm PST ~ 8:30pm - 4:30am SL Time)
- Expected to handle live calls (20% of time)
Qualifications:
- Previous experience in customer service or customer relations roles preferred.
- Excellent problem-solving and conflict-resolution skills.
- Strong communication skills, both written and verbal.
- Ability to work effectively under pressure and manage multiple cases simultaneously.
- A customer-centric mindset with a focus on building lasting relationships.
Preferred Skills:
- Experience with CRM systems and ticketing software.
- Familiarity with e-commerce and returns processes.
- Ability to analyze customer feedback and suggest improvements.
