Product Advisor
5 days ago
As a Product Advisor at PERSOLKELLY Singapore Pte Ltd, you will play a vital role in ensuring exceptional client experiences across various channels. Key responsibilities include resolving order-related issues through effective communication with clients and internal/external groups, managing fraud detection and prevention processes to minimize chargebacks, and handling payment issues and chargeback queries in a timely manner.
The ideal candidate will possess strong organizational skills, excellent customer relationship skills, and the ability to prioritize and multi-task while maintaining attention to detail and process.
- Key Responsibilities:
- Resolve order-related issues by liaising between client and internal/external groups (warehouse/repairs)
- Manage fraud detection and prevention processes to mitigate fraud losses and maintain chargeback levels according to agreed targets
- Deal with payment issues and chargeback queries, ensuring timely resolution and respecting deadlines
- Participate in functional tests for system/applications enhancements and collaborate with technology and support groups to resolve outstanding issues
- Initiate and follow-up on charge sends
- Stay current with product information and attend pre-season product training meetings
- Assist with operational and administrative tasks
- Contact clients to manage credit card declines and ensure daily sales goals are met
- Identify opportunities, seek new initiatives, and participate in functional and service enhancements to maximize sales
- Provide exceptional online customer service support with excellent phone/written/chat communication skills
- Manage customer cases, providing support and information regarding various scenarios
- Act as a generalist to clients and prospects regarding fashion trends and provide styling recommendations based on individual needs
- Cross-collaborate with other departments, including DOS stores, to manage customer requests
- Organize regular meetings to review fraud rules and statistics with the payment gateway
- Monitor fraud trends and keep the team updated
- Open service tickets for client repair-related cases
- Assist clients in placing phone orders, sending payment links, and following up until complete
- Assist clients with order information changes or cancellations
- Request and process stock transfers for order fulfillment
- Arrange shipping carrier pick-ups for client return/refund requests
Requirements
- Key Requirements:
- 2-3 years of experience in Retail or eCommerce operations, client services, or relevant experience
- Luxury eCommerce sales and customer service experience preferred, with a keen understanding of luxury customer needs and expectations
- Excellent organizational skills, strong customer relationship skills, and the ability to prioritize and multi-task
- Proven experience with software programs, including Microsoft Word, Excel, PowerPoint, etc.
- Proficiency in Microsoft software/Salesforce/Manhattan/AS400 is an advantage
- General understanding of common eCommerce KPIs, target setting, and external benchmarks
- Fluent in English and Thai to assist with Thai-speaking customers for the Thailand market
- Ability to work a flexible retail schedule, including weekends, evenings, holidays, and key event days
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