Department: Customer Service.

Reporting To: Customer Service Manager.

Working Hours: 24hrs (Shift Based)

Responsibilities:

1. Customer Interaction:

•  Handle incoming customer inquiries via phone, email, or chat in a timely and professional manner.
•  Provide accurate information regarding products, services, and promotions.

2. Order Processing:

•  Assist customers with order placements, modifications, and cancellations.
•  Coordinate with relevant departments to ensure timely and accurate order fulfillment.

3. Issue Resolution:

• Address and resolve customer complaints or concerns, aiming for first-contact
• resolution.
•  Escalate complex issues to the appropriate department for further investigation.

4. Product Knowledge:

• Stay informed about Chupa Chap’s product offerings, promotions, and industry trends.
•  Provide recommendations and upsell products based on customer preferences.

5. Communication:

• Communicate effectively with internal teams to relay customer feedback and recurring issues.
•  Collaborate with colleagues to maintain a cohesive and supportive work environment.

6. Compliance:

• Ensure adherence to legal regulations regarding the sale and distribution of alcohol.
• Uphold responsible service practices and age verification procedures.

7. Documentation:

•  Maintain accurate and detailed records of customer interactions, transactions, and resolutions.

Qualifications:

•  A Diploma or Degree in Sales, Marketing, Customer Care, or equivalent
•  Minimum of 2 years of experience as a customer service or call center representative.
• Excellent verbal and written communication skills
• Proficiency in using CRM software and other relevant computer applications.
• Ability to handle high call volumes and manage multiple tasks simultaneously.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Empathetic and patient attitude when dealing with customer concerns.
• Strong active listening skills and attention to detail.
• Ability to adapt to changing customer demands and company policies.
• Strong teamwork and collaboration skills.
• Positive and professional demeanor.