Overseas Customer Service and Account Care Specialist

Company Description :

- Floship is a Hong Kong based startup in the eCommerce logistics space. We provide total logistics solutions to brand owners and online retailers worldwide. This includes storage, order fulfillment, and last mile delivery. We have an energetic startup culture at the company and we believe in only working with great people. If you want to work with only the best people and disrupt a huge industry, come meet us.

Job Description :

- We are looking for remote based customer service and account care specialists to perform basic general inquiry processing and responses by email primarily and occasionally phone call. The company will provide a full training of our systems, platforms, and provide canned responses and scripts for dealing with customer issues. This is a fantastic opportunity to grow with our company as we take it into the next era and growth phase. In our plan, we will be building out our Indian based team and strongly encourage those career mind people to apply.

Responsibilities :

- Reply to customer inquiries via ticketing system

- Process inquiry via correct channel which could be our proprietary operating system or other web applications we use

- Sync regularly with supervisor and teams (multiple quick daily syncs)

- Provide regular feedback on streamline and automation suggestions which assist to develop our core software product

- Track and trace responding to client's inquiry in regards to the tracking of their inbound and outbound shipments (Eg : status/on hold/customs)

- Modifying and cancelling orders of clients

- Sending emails to the warehouse (and other third parties) regards to the status of orders

- Assisting clients with their portal problem (Eg : tech/modify when pending approval or fulfillment)

Requirements :

- Fully dedicated and available to the company during agreed work hours

- Ability to work a shift to suit a time zone further west, if required

- Ability to learn things quickly and eager to self-learn and research things that you do not understand

- Strong technical background and very comfortable with web apps, productivity tools, and can provide good feedback and advice from a technical prospectively

- Good interpersonal skills

- Works as a team player and takes pride in good work

- Knowledge of ecommerce and/or logistics a huge plus

- Proficient in English and ability to communicate clearly with international clients

- Drive to solve problems and queries in a high volume industry

- Familiarity of Helpscout and Google Apps is a plus

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