ASICS is a widely established global organisation with more than 60 years history in the manufacture and wholesale of sports and lifestyle products. Our innovative approach, based on scientific research and collaboration with athletes, is a key in our design philosophies that have revolutionised the world of sports to help athletes and active consumers to achieve their goals.
ASICS Asia has been newly setup to be responsible for the business growth and direct market penetration in South East Asia region. We like to invite sports enthusiast who are innovative, fun-loving, highly driven and with proven experience in their respective fields to join the Company and grow with us.
Job purpose
Within the Direct to Consumer (DTC) department, the Customer Service Contract Staff will be responsible for assisting the team to manage customer queries, complaints and upholding a high level of customer satisfaction. The staff will also be tasked to check and track order status, and escalate complaints across a number of communication channels. This will directly aid in achieving operational efficiency and customer satisfaction for the ASICS business in SEA.
Role Reporting
This Customer Service Executive will report to the Regional E-Comms Manager within the DTC department.
Responsibilities
Customer Service
- Manage all customer queries that come through all online customer service channels (Email, and Social Networking Sites) for all brands
- Maintaining a positive, empathetic and professional attitude toward customers at all times.
- Responding promptly to customer inquiries.
- Communicating with customers through various channels.
- Acknowledging and resolving customer complaints.
- Knowing our products inside and out so that you can answer questions.
- Keeping records of customer interactions, transactions, comments and complaints.
- Communicating and coordinating with colleagues as necessary.
- Providing feedback on the efficiency of the customer service process.
- Ensure customer satisfaction and provide professional customer support.
- Handle customer enquiries and helping customers to resolve issues regarding the online stores
- Work with E-Commerce team to manage service recovery for customers for customer satisfaction
- Other miscellaneous tasks
Online Store Operations
- Assist in ensuring functionality of all e-stores on a daily basis by doing website checks and test orders
- Assist in reporting on E-Commerce KPIs (Sales, conversion rate, traffic etc) and activities for all e-stores across all brand sites on a daily, weekly, monthly, quarterly and yearly basis
- Assist in competitor monitoring research on a monthly basis and to suggest improvements for an optimum customer experience to increase sales
Logistics Coordination
- Assist in monitoring order status/delivery ageing report on a daily basis to ensure internal and external SLAs are met
Marketing Coordination
- Assist in reporting on marketing activities performance and traffic on a daily, weekly, monthly, quarterly and yearly basis
Job requirements
Knowledge and experience
- Open to Fresh Grads (0 to 2 years’ experience)
- Candidate with sports background is an added advantage
- Experience with Microsoft Office and Gmail
- Experience with web analytics (preferably Google Analytics) a plus
- Fluent in English written and oral
- Excellent Communication and Interpersonal skills
- Experience working with customer support is a plus
- Ability to stay calm and work well under pressure
Related Job Searches:
- Company:
Asics Asia Pte Ltd - Designation:
Customer Service Executive (Contract) - Profession:
Customer Service / Communications - Industry:
Retail / eCommerce - Location:
Downtown Core