E-Commerce Customer Service Associate
E-Commerce Customer Service Associate Job Description:
1. Primary Roles and Responsibilities
- Attends and communicates via all online service channels for customers on inquiries, questions or concerns relative to orders, deliveries or other related matters with the objective of achieving satisfactory resolution and enhanced customer experience.
- Provides product and service information to facilitate purchase decisions and open opportunities for upselling.
- Effectively represents the Company to customers by maintaining a pleasant and professional disposition and temperament at all times and communicating effectively with customers.
- Exhibits patience and resilience when helping customers who are ‘high touch’ and may need more attention and support.
- Liaise between Warehouse, Store fulfillment and with the customers for any order related issues
- General admin and clerical tasks such as refunds, consolidations of issues for reporting, creation of draft orders, etc.
2. Application of Service Triage
- Familiarizes self with and implements the established “service triage” of the business unit, i.e. the process of sorting out and prioritizing customer requests and activating escalation procedures in order to effectively provide Rustans’ brand of customer service.
- Takes on customer requests that she can address effectively while monitoring customer service tickets in the Zendesk system and escalating customer requests as necessary to achieve service level standards.
3. Continuous Service Development and Improvement
- Provides specific feedback and data inputs on customer interactions to the Content team monthly, submits recommendations to help develop and continually improve customer service levels and contribute to the Knowledge Base of the Customer Service team.
Employer questions
- What's your expected monthly basic salary?
- Which of the following types of qualifications do you have?
- How many years' experience do you have as a Customer Service Associate?
- Do you have customer service experience?
- How would you rate your English language skills?
Company profile
Rustan's is the Philippines' leading upscale and luxury retail destination, known for its unparalleled range of prestigious brands and quality merchandise.
Founded in 1952 in the elegant living room of husband and wife Bienvenido Tantoco Sr. and Gliceria Rustia-Tantoco in San Marcelino, Rustan's was among the earliest to introduce renowned international brands to discerning Filipino shoppers and visitors. Rustan’s earned the exclusive rights to market some of the world’s greatest brands in the Philippines, such as Chanel, Christian Dior, Cartier, Yves Saint Laurent, Lanvin, Salvatore Ferragamo, Oleg Cassini, Charriol, Lalique, Christofle, Lladro, Cristalerie Daum and the iconic trailblazer in cosmetics, Helena Rubenstein.
Rustan’s was the FIRST IN THE WORLD to ever receive a licensing agreement from the venerable House of Christian Dior and Charles Jourdan. Marks & Spencer granted its first Asian franchise to Rustan’s even before it opened in Hong Kong. Rustan’s was also the first to be granted the rights to manufacture Oleg Cassini in the Philippines. Such was the foresight and energy of its foundress, Gliceria Rustia Tantoco.
Rustan's has made a name for its dedication to class, taste, and style, and reflects the vibrance, growth, and cosmopolitan nature of the Philippines. With stores located in key urban centers, Rustan's has a reputation for refined service, exciting events, and quality amenities. Rustan's also gave the Philippines many firsts: the first-ever gift certificate, the first-ever wedding registry, and the first-ever loyalty program Frequent Shoppers Plus (FSP).
As it celebrates 71 years of the Extraordinary, Rustan’s continues to reinvent itself and innovate, committing today as it always has: “serving only the finest.”
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