Customer Service Manager

2 weeks ago

Singapore LONGJIA MANUFACTURER PTE. LTD. Full time

What it involves
- **Pre-purchase**:Offering product suggestions and answering questions.
- **During purchase**:Guiding customers through the buying process.
- **Post-purchase**:Helping with issues, complaints, returns, and providing ongoing support to ensure a smooth experience.

Why it's important
- **Increases customer satisfaction and loyalty**:Happy customers are more likely to return and recommend the company.
- **Improves retention**:It's often more cost-effective to keep existing customers than to attract new ones.
- **Provides a competitive advantage**:Exceptional service can set a brand apart from competitors offering similar products.
- **Informs business decisions**:Feedback from customer interactions can help improve products and services.

Common channels
- **In-person**:Interactions at a physical store.
- **Phone calls**:Direct and detailed communication.
- **Live chat**:Real-time assistance available on a website or app.
- **Social media**:Publicly addressing inquiries and feedback on platforms like Facebook or X (formerly Twitter).
- **Self-service**:FAQs, knowledge bases, and AI-powered chatbots that allow customers to find answers independently.

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