Job Description

We are currently looking for someone who is energetic and empathetic to join our team as a Customer Success Executive. You will be responsible for providing excellent customer support and ensuring customer satisfaction. Fluency in Mandarin and English is required for this position.

1) Responding to customer inquiries: Promptly and professionally handle incoming calls, emails, and messages from customers. Provide accurate information and assistance regarding our confinement food delivery service.

2) Order management: Assist customers in placing orders, modifying orders, and addressing any issues related to order processing or delivery. Ensure timely and accurate order entry into the system.

3) Problem resolution: Identify and resolve customer concerns and complaints effectively. Investigate and troubleshoot issues to provide appropriate solutions or escalate to the relevant department if necessary.

4) Product knowledge: Acquire and maintain in-depth knowledge of our confinement food menu, ingredients, dietary requirements and delivery policies. Be able to answer customer questions and make appropriate recommendations.

5) Order tracking: Monitor and track the progress of customer orders. Provide updates to customers regarding the status of their deliveries and address any delivery-related concerns.

6) Documentation and record-keeping: Maintain accurate and detailed customer records, including order information, customer preferences, and interactions. Update customer profiles and order history as necessary.

7) Customer feedback: Collect and document customer feedback, suggestions, and complaints. Convey customer insights and suggestions to the relevant teams to improve our service quality.

Job Requirements

• Fluency in Mandarin and English is required.
• Previous customer service experience, preferably in the food or hospitality industry.
• Excellent interpersonal skills and the ability to handle customer inquiries and complaints with empathy and professionalism.
• Strong problem-solving and decision-making abilities. Proactive in resolving customer issues and providing appropriate solutions.
• Attention to detail and strong organizational skills to handle order management and record-keeping efficiently.
• Knowledge of confinement food traditions, dietary requirements, and postpartum care is a plus.
• Ability to work in a fast-paced environment and multitask effectively.
• Familiarity with using customer support software and systems is advantageous. Microsoft Excel knowledge is necessary.
• Flexibility to work in shifts, including evenings and weekends, as required.

If you meet the above qualifications and are passionate about providing exceptional customer service in the context of confinement food delivery, we would love to hear from you. Please submit your resume and a cover letter highlighting your relevant experience and language proficiency.

Skills