Nova Hotels & Resorts World

About the job:

With a customer experience-first mindset, the Customer Service Support team will provide product and service information to resolve any issues that may arise for our customers. Your role is to ensure that customers enjoy a delightful online shopping experience across all brand touchpoints. As a Customer Service Support representative, you must be an excellent communicator, offering helpful information and assistance to customers. This role offers a hybrid work arrangement.

Job Responsibilities:​

• Manage customer interactions through chat across assigned brands on various platforms (Shopee, Lazada, TikTok), handling inquiries and resolving complaints.
• Collaborate closely with E-Commerce Associates to develop in-depth product knowledge for accurate responses.
• Regularly check order information in the system to know delivery status.
• Responds promptly to customer inquiries, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Manage all consumer communication across ecommerce platform and social media.
• Communicates and coordinates with internal team as necessary.
• Ensure customer satisfaction and provide professional customer support.

Requirements:​

• Open to final-year students who are available for night shifts (6:30 pm – 10:30 pm) and 1 of 2 weekends (Sat or Sun).
• Exceptional verbal and written communication skills.
• Attention to detail, adaptability and strong problem-solving skills.
• Understanding of consumer behavior and interest in working in an e-commerce environment.
• Customer-centric with a service-oriented mindset.