We are looking for a Customer Service Coordinator to join our growing team! As a Customer Service Coordinator, you will play a vital role in providing exceptional customer service and ensuring smooth and efficient interactions between the brand and its customers on marketplace, webstore, and other channels.
- Customer Support: Provide timely and professional support to customers via various communication channels, such as email, marketplace chat, webstore, etc.
- Order Management: Assist customers with order inquiries, processing orders, tracking shipments, and resolving any issues related to product delivery.
- Product Knowledge: Possess in-depth knowledge of the brand's fashion products, including sizing, styles, materials, and care instructions.
- Returns and Exchanges: Manage return and exchange requests, ensuring they are processed efficiently and in compliance with the brand's policies.
- Complaint Resolution: Address customer complaints and concerns, working to find satisfactory solutions and maintaining a positive brand image.
- Inventory and Stock Inquiries: Provide information on product availability, restocking dates, and stock levels to customers.
- Feedback Collection: Gather and document customer feedback, suggestions, and comments to relay to relevant teams for continuous improvement.
- Quality Assurance: Collaborate with quality control and inventory teams to address product quality issues and facilitate returns or replacements.
- Sales and Upselling: Recognize sales opportunities and employ upselling and cross-selling techniques to maximize sales and revenue.
- Communication and Coordination: Communicate effectively with other teams, including the e-commerce, inventory, and marketing departments, to ensure a seamless customer experience.
- Data Management: Maintain organized records of customer interactions and inquiries, using CRM software or similar tools.
- Training: Train and onboard customer service representatives and ensure that they follow best practices for customer interactions.
- Bachelor's degree in Business, Marketing, or a related field. Relevant certifications in customer service or retail management can be advantageous.
- Min. 2 years of experience in leading digital customer service team, particularly within the retail fashion industry, and had an experience in handling marketplace and webstore.
- Excellent communication and interpersonal skills to interact with customers in a professional and empathetic manner.
- Product knowledge of the brand's fashion products and the ability to convey this knowledge to customers.
- Leadership skills.
- Problem-solving skills to address customer inquiries and complaints effectively.
- Attention to detail to manage orders, returns, and inventory-related inquiries accurately.
- Adaptability to work with various customer service software, CRMs, and communication channels.
- Multitasking abilities to manage multiple customer interactions and inquiries simultaneously.
- Sales and upselling skills to maximize revenue while providing exceptional customer service.
- Strong organizational skills to maintain detailed records of customer interactions and feedback.
Torch is a rapidly growing startup company in the Fashion & Apparel Industry, specializing as a local brand enabler. Founded in 2015 by Ben Wirawan and Hanafi Salman, Torch aims to provide innovative and practical travel products, including bags and accessories, to solve common challenges faced by travelers. With functional features, stylish designs, and lightweight yet durable materials, Torch not only fulfills travel needs but also extends its reach to everyday activities such as urban commuting, studying, and work, offering convenience and problem-solving solutions.