EXL—Executive

Job description

Description: Key Responsibilities: 1. Order Processing & General Customer Inquiries - Process and verify customer orders to ensure accuracy and timely fulfillment. - Address inquiries related to orders not received, including investigating delivery delays or missing items. - Handle issues regarding returns that have not been credited, including coordinating with relevant teams to ensure timely resolution. - Resolve general customer inquiries regarding product availability, pricing, and order status. - Communicate with logistics and warehouse teams to ensure smooth processing of orders and deliveries. 2. Store Queries (Next Stores) - Address queries from Next stores regarding deliveries of customer parcels, ensuring timely and accurate dispatch of items. - Assist stores with stock checks to confirm inventory levels and resolve discrepancies between online stock and in-store stock. - Liaise with relevant teams to facilitate product availability and deliveries to stores. 3. International Customer Support (Multilingual) - Handle inquiries from international customers regarding orders not received, tracking information, and returns. - Provide order tracking information and resolve issues with international deliveries, including liaising with couriers and customs services. - Manage return processes for international customers, ensuring they receive timely updates and solutions. - Provide support in multiple languages (English, German, Mandarin, and Arabic) to address diverse customer needs. - Ensure that international customers receive exceptional service and all queries are resolved in a timely manner. 4. Administrative Tasks - Adjust and update customer accounts as necessary, including resolving billing issues, updating contact details, and processing refunds. - Assist in sending mass customer communications, such as promotional emails, order updates, and return instructions. - Maintain accurate and up-to-date records of customer interactions in the CRM system. - Collaborate with cross-functional teams (e.g., logistics, IT, and marketing) to improve customer service processes. 5. General Customer Support - Provide excellent customer service by addressing complaints, providing solutions, and ensuring customer satisfaction. - Stay updated on company products, services, and policies to assist customers effectively. - Contribute to the continuous improvement of customer service processes and tools. Required Qualifications: - Languages: Fluent in English (written and spoken). - Experience: Minimum of 2 years of customer service experience, preferably in an e-commerce or retail environment. - Skills: - Strong communication and interpersonal skills. - Proficient in using customer service management tools and CRM systems. - Ability to multitask and manage high volumes of queries. - Excellent problem-solving and troubleshooting abilities. - Strong organizational skills and attention to detail. Requirements: Higher Education Diploma with 0 - 2 years of relevant experience Responsibilities: Met the departmental monthly KPIs.