Client Communications Associate

Responsibilities:

Client Communications Management:

• Set SOP for Client Communications (e.g., service recovery, guidelines for handling customers from different feedback channels, SLA to customer feedback, preparation of FAQ, etc.)
• Reply to all customer enquiries and feedback within stipulated timelines via various channels (e.g., calls, email, live chat, social media, etc.)
• Assist customers regarding the status of their orders, handle all customer feedback, and provide support for exchange and return inquiries
• Assist customers or the operations team in sourcing/locating products
• Identify and follow up on sales opportunities with customers
• Maximize cross-sales opportunities in all correspondence by suggesting related products to original inquiries
• Work closely with the Order Fulfillment Team, Inventory, IT, and Sales & Operations Team
• Prepare Client Communications re...