Customer Service Executive

Customer Service Executive
Key Tasks & Responsibilities:
Ensure high quality, world-class and efficiency of customer service and technical support to customers within 48 hours (under 12 hours is recommended).
Maintaining a positive, empathetic and professional attitude toward customers at all times.
Provide helps, advices and appropriate solutions to customers using the organization’s products or services, ensure customer requests are fulfilled efficiently and promptly within the time limits to guarantee maximal customer satisfaction.
Ensure professional and constant communication and follow-up with customers until expectations are fully met.
Investigate and handle customers problems/requests regarding client complaints and other matters, communicate courteously with customers by multiple channels such as Amazon, eBay, Email, SMS, etc...
Live chat with customers to support their real-time inquiries.
Be flexible, quick and responsive when needed to solve urgent issues.
Plan, put into place and manage after-sales services (post-purchase customer services), and continually improve those services.
Set up standard procedure of new customer, ensure Service Level Agreement (SLA) standards are consistently met.
Work closely with companys partners / suppliers / manufacturers / etc ... to solve related customers problems.
Listen to customer feedbacks, understand market needs and demands, then effectively work with Design, Product and Marketing teams to improve product quality.
Other related duties and responsibilities as assigned.