Retail Customer Support Specialist

Job Description
We are looking for a proactive and detail-oriented Retail Customer Support Specialist (Mandarin Speaker) to join our dynamic team. This role combines retail operations support and customer service excellence, ensuring smooth day-to-day operations, accurate order processing, and an outstanding customer experience.

Key Responsibilities
🛍️ Retail Operations & Support

-Handle and track sales orders, ensuring accuracy in inventory data and assisting with inventory optimization.

-Collect and analyze sales data to support the sales team in identifying market trends and improving sales strategies.

-Assist in resolving daily retail operation issues such as customer inquiries, logistics coordination, and store support.

-Manage administrative tasks related to retail operations, including CRM system maintenance and marketing campaign support.

💬 Customer Service & Experience

-Provide excellent support to customers through live chat, email, and other communication channels.

-Identify customer needs and provide clear, effective, and strategic solutions.

-Ensure first contact resolution and follow up with internal teams and partners to ensure timely closure of cases.

-Deliver top-quality service and build strong, lasting relationships with customers.

-Assist in after-sales support, ensuring prompt issue resolution and high customer satisfaction.

-Track customer feedback and recurring issues to help improve service quality and workflow efficiency.

🤝 Collaboration & Process Improvement

-Work closely with internal teams (technical, operations, and sales) to resolve customer and retail issues efficiently.

-Contribute to documentation, knowledge base, and process improvement to enhance response time and accuracy.

-Provide constructive feedback on tools, procedures, and workflows to improve customer and team experience.

Requirements
-Minimum 2 years of working experience in customer service, retail operations, or a related field.

-Experience in live chat and email support is required.

-Must be fluent in Mandarin and English to effectively communicate with our diverse client base and stakeholders (both written and spoken).

-Detail-oriented, proactive, and motivated to exceed expectations.

-Excellent communication and interpersonal skills.