Job Description
As a retailer’s support agent, your tasks will involve assisting customers, addressing their concerns, and ensuring their overall satisfaction with the products and services. Here is a comprehensive task list for a retailer’s support agents:
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Customer Inquiries: Respond to customer inquiries through various channels such as phone calls, emails, live chat, or social media messages.
Order Assistance: Help customers with placing orders, order tracking, and resolving any issues related to the order process.
Product Information: Provide accurate and detailed information about the retailer’s products, including features, specifications, pricing, and availability.
Returns and Refunds: Guide customers through the process of returns and refunds, ensuring adherence to the retailer’s policies and assisting with any complications.
Complaint Resolution: Address and resolve customer complaints and issues promptly, striving to find satisfactory resolutions and turning negative experiences into positive ones.
Technical Support: Offer technical assistance to customers who encounter problems with products or services, troubleshooting issues, or escalating to higher support levels if necessary.
Payment Assistance: Assist customers with payment-related inquiries, billing issues, and payment processing errors.
Promotions and Discounts: Inform customers about ongoing promotions, discounts, and special offers, helping them take advantage of the best deals.
Stock Availability: Inform customers about product availability and help them find suitable alternatives if certain items are out of stock.
Order Status Updates: Proactively provide customers with updates on the status of their orders, especially if there are any delays or changes.
Shipping and Delivery: Address shipping-related questions and concerns, including delivery times, tracking information, and lost or damaged packages.
Customer Account Support: Assist customers with account-related issues, such as password resets, account updates, and order history inquiries.
Cross-Selling and Upselling: Identify opportunities to cross-sell or upsell relevant products based on customer needs and preferences.
Customer Feedback: Encourage customers to leave feedback or reviews about their experience, products, and services, and report valuable insights to the relevant departments.
Product Knowledge Updates: Stay up-to-date with the retailer’s products, policies, and procedures to provide accurate and timely information to customers.
Escalations: Escalate complex or unresolved issues to higher support levels or management as needed.
Customer Satisfaction Surveys: Participate in customer satisfaction surveys or feedback programs to assess customer experiences and identify areas for improvement.
Training and Development: Engage in regular training sessions to improve product knowledge, communication skills, and customer service techniques.
Maintain Documentation: Keep detailed records of customer interactions, inquiries, and resolutions in the retailer’s CRM or support systems.
Team Collaboration: Collaborate with other support agents and relevant departments to address customer concerns effectively and efficiently.
Remember, the key to successful customer support is empathy, active listening, and a dedication to resolving issues promptly and courteously. Each customer interaction is an opportunity to build a positive relationship and foster loyalty to the retailer.
Working hours are shift based: 2pm – 11pm, 4pm – 1am, 6pm – 3am, 8pm – 5am
Retailer Help Desk Agent In Malaysia
