1. Customer Experience & Hotline Ownership:
· Own all incoming and outgoing customer communications via hotline.
· Ensure all calls are answered, handled, and resolved within agreed service levels.
· Deliver a professional, empathetic, and reassuring customer experience via phone.
2. Order Processing & E-commerce Operations:
· Greet new Maison Online customers and confirm order details accurately to increase successful delivery rates.
· Provide customer assistance across all order stages: payment, shipment, delivery, return, and refund.
· Proactively track orders and coordinate with internal teams to ensure SLAs are met.
· Push and follow up with relevant teams to resolve delays or issues impacting customer experience.
3. Revenue Protection & Opportunity Identification:
· Reduce loss in the online sales funnel by recovering failed, cancelled, rejected, and returned orders.
· Identify potential sales opportunities during phone interactions.
· Transfer qualified sales leads promptly to the Tele Sales or Live Chat teams with complete information.
· Ensure sales opportunities are never dropped, even though the role itself is not sales-targeted.
4. Issue Resolution & Escalation:
· Resolve first-level inquiries related to orders, payments, delivery, and policies.
· Escalate complex cases requiring deeper investigation to the Solutions Team with clear and accurate handover.
5. Operational & Process Understanding:
· Develop strong knowledge of Operations, Buying, Logistics, E-commerce, Marketing, and Finance processes.
· Ensure compliance with customer service policies and procedures.
· Maintain accurate records of customer interactions and order follow-ups.