Customer Service Associate  

Job Overview

The Customer Service Associate reports to the CS Team Leader and is responsible for supporting the commercial growth of Eezee through ensuring our customers get a delightful experience interfacing with Eezee.

Job Interactions & Interface:

This role interacts with cross-functional teams: BD, Seller Team, PIMS, L&F, Order Management Team, Finance, HR, etc.

This role reports to: CS Team Leader

Key Responsibilities

Responsible to handle all customer queries from all engagement channels (Calls, Email & Chat)

• Ensuring customer enquiries are addressed in a timely manner in the areas of: o Fulfilling sourcing requests o Pushing quotations through Eezee system (QnF; liaising with Seller Team) o Updating customers on stock availability o Updating customers on logistic arrangements o Claim, exchange & refund
• Working with Sales Team (BD) to ensure a seamless onboarding of Enterprise account
• Gain deep familiarity with Key and SML account requirements in collaboration with the Buyer and Account Management team o Regular purchase cycles – trigger re-stock notifications and monitoring orders o Industry categorization by collaborating with BD or ST o Product requirements and criteria o Understanding customer needs through active listening and need-based questions
• Uphold customer service standards by being Eezee’s champion on: o Voice procedures o Being a partner to our clients, we represent client’s needs and requirements o Building a relationship with our customers
• Collaborating with Seller, Buyer and PIMS (Product Category) teams to ensure a consistent tracking of key data points for reporting

• Have a deep understanding of Customer SLAs targets and meeting department requirements in a collaborative manner
• Experience in Customer Success for 1 year is a must
• Operations and customer service experience from a technology, ecommerce and supply chain or logistics industries is an advantage
• Good verbal communication and customer orientation skills
• Great customer service skills and etiquette
• Proficient in Microsoft Office word processing and spreadsheet
• Strong analytical and problem-solving skills
• Ability to adapt to challenging situations
• Maintains high degree of professionalism and confidentiality
• Ability to multi-task, prioritize and manage time effectively
• Ability to work independently and as a team member
• Keen attention to details

**Candidates from PH and ID and will be on a remote set-up temporarily.