customer experience agent - bilingual ( Mandarin + english)Regalix

Maintain updated knowledge of all company products and services in order to provide adequate support to customers
Provide information and instructions about relevant products and services
Make product and service suggestions to meet the customer's specific needs
Promptly respond to customer questions & queries through phone, email & chat
Answer customer questions and provide information to resolve any issue
Process orders and returns
Obtain necessary information from customers to adequately follow up
Assist customers via designated channels with information requests and support for purchasing products by helping users find products they may be interested in minimizing card abandonment and increasing overall conversion rates
Handle first response resolution through email, chat, and phone while building strong customer relationships resulting in lead conversions to new business.
Manage user accounts, permissions, and emails; including but not limited to upgrading or canceling accounts.
Assist with placement of orders, refunds, or exchanges.
Return Merchandise Authorization (RMA) management; managing customer requests for return, from request to receive to refund.
Inform customers of deals and promotions.
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment within time limits and following up to ensure resolution either within the customer service or support departments.
Solid understanding of products offered and a strong understanding of which products solve each customer challenge.
Document client issues and resolutions to maintain the internal knowledge base.
Accurate record and submission of timesheets for billing.
Follow communication procedures, guidelines, and policies.
Zwayam

Metro Manila
Permanent
Full-time