Customer Service Cum Admin

Description

Customer Communication & Support

• Respond promptly, professionally, and courteously to customer inquiries via live chat platforms (Shopee, Lazada), phone calls, email, WhatsApp, FAQ channels, and walk-in support while maintaining a minimum 95% chat response rate.
• Provide clear, accurate, and customer-focused assistance before, during, and after sales to ensure a positive customer experience.
• Handle customer inquiries, product-related issues, troubleshooting, and service support for Tineco, Ecovacs, and Dibea products efficiently and professionally.
• Follow up with customers to ensure issues are fully resolved and customer satisfaction is achieved.
• Support major sales campaigns and promotional periods, including providing assistance outside standard working hours when required.

Service & Warranty Management

• Process warranty claims, service requests, product exchanges, and returns in accordance with company policies and procedures.
• Coordinate closely with the technical and service teams to resolve customer issues effectively and within the required timeline.
• Escalate complex cases when necessary and ensure proper communication between customers and internal departments.
• Stay updated on product knowledge, new launches, common technical issues, and service procedures to provide accurate information and support.

Administrative & Documentation

• Maintain accurate and detailed records of customer interactions, complaints, service cases, and resolutions for proper documentation and follow-up purposes.
• Update customer databases, service logs, and internal records accurately and in a timely manner.
• Ensure all assigned tasks and cases are completed within the given timeline and according to company standards.

Reporting & Coordination

• Prepare and submit weekly and monthly reports on customer service performance, response rates, service cases, campaign support, and other relevant operational data.
• Participate in internal meetings and contribute ideas to improve customer service processes and operational efficiency.
• Collaborate with internal departments to support communication-related administrative tasks and ensure smooth operations.
• Perform ad-hoc duties assigned by the team or management while maintaining professionalism, flexibility, and a positive team spirit.

Specialization: Administration & Office Support

Hiring Company Brief

data-full-text="<div><div>Dibea brand was founded in 2007 with the vision of making life better and easier.<br /><br />Dibea has developed from a small company to a mature enterprise. With nearly 10 years development, Dibea has successfully built a brand delivering the idea of smart lifestyle to millions of people. Our goal is to drive innovation, serve as an industry catalyst and change the world by fueling the era of robots.</div><div> </div><div>As a leading brand in household cleaning appliances, Dibea is dedicated to designing, manufacturing and selling all kinds of vacuum cleaners over the past nearly 10 years. Insisting on the culture of innovation, Dibea has successfully developed intelligent robot vacuum cleaners, matress mites collectors, cordless stick vacuum cleaners and hundreds of high-tech household appliances, providing thousands of customers with quality and green life.<br /><br />In the past decade, Dibea has made many achievements in its field, especially in Innovation.<br /><br />In 2004, Dibea was awarded the title of National High-Tech Enterprise.<br /><br />Dibea's independent intellectual property products - X500, UV808, ML909, won the name of National High-Tech Product.<br /><br />Dibea now has more than 25 patents including smart robotic vacuum cleaner.<br /><br />In dibea, we provide platforms for invention and discovery. We are committed to develop more smarter cleaning appliances to improve the quality of life and safety standards worldwide.</div><br /> </div>"