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Account Manager

1 month ago

Sydney, New South Wales, Australia JINGDONG Logistics Full time

The ideal candidate will be able to appropriately identify the needs of both new and current customers in order to aid customers in their success using our product. This will be done by developing an appropriate level of communication with clients and internal team members to better understand and mitigate any issues the customers may face.

Responsibilities

  1. Order Processing: Handle customers' orders and ensure the accuracy and timely delivery of orders. This involves coordinating with the warehouse or transportation department, tracking the status of orders, and resolving any potential issues that may arise.
  2. Return and Exchange Handling: Process customers' requests for returns and exchanges, ensuring that they are handled in accordance with the organization's policies and procedures. This may include inspecting the condition of the goods, processing refunds, or issuing new products, and communicating with customers to resolve any problems.
  3. Technical Support: Provide technical support to customers, helping them to solve problems they encounter when using products or services. This may involve answering frequently asked questions, providing operation guidance, and troubleshooting.
  4. Complaint Handling: Deal with customers' complaints and take appropriate measures to resolve the issues. This may include coordinating with relevant departments to ensure that customers' problems are properly addressed, and providing timely feedback and solutions to customers.
  5. Customer Relationship Maintenance: Establish efficient communication with customers, promptly feedback customers' opinions, and ensure a good customer experience.
  6. Monitor the overall situation of customer retention, churn, reduction, and customer feedback, and promote the implementation of customer management tasks decomposed by the headquarters in relevant countries.

Qualifications

  1. At least 2 years of working experience in warehousing and logistics
  2. Articulate and well accustomed to a client facing role
  3. Fluent in Chinese and English
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service

Industries

Transportation, Logistics, Supply Chain and Storage

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