Job Description
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We have a fantastic opportunity for a Customer Fulfilment Co-ordinator for a Furnishing Service company in Manchester. Our clients are the property industry's top interior design and furnishing partner, providing a full-service specialist furnishings service to developers, investors, realtors, management companies, and owners.
Requirements:
- An experienced customer care representative with a track record of success.
- Mandarin speaker.
- Experience having conversations through WeChat.
- An exceptional problem solver with a strong interest in customer service and pleasing customers.
- Capability to multitask using a variety of systems.
- High level of discretion, as well as the capacity to express yourself when necessary.
- Proactive and hands-on with a "can-do" mentality.
- You must be numerate and have a keen eye for detail.
- Excellent working experience, knowledge, and proficiency in the use of the Microsoft Office suite of applications, particularly Microsoft Dynamics Navision (ERP) and Office 365.
- Capable of entering data rapidly and accurately, as well as dealing with large amounts of data input.
Responsibilities
Responsibilities:
General:
- To maintain and grow customer connections and enhance the corporate brand, coordinate and support in the successful delivery of orders.
- Record all issues that happen during delivery that may result in delivery failure and/or have a negative impact on the customer experience.
Principal Tasks:
- Accurate live debriefing, giving complete information on all difficulties that contributed to the unsuccessful delivery.
- Direct interaction with customers and colleagues (including installers) to handle on-site delivery difficulties as soon as possible.
- Provide excellent customer service by using professional, up-to-date communication methods such as phone and email. Proactivity in ensuring that merchandise is available for sale.
- Reduce unsuccessful deliveries to preserve company cost efficiency and improve customer experience—take control of live issues to create a fluid delivery service.
- Ensure that all necessary actions are performed to finish an order's delivery following an unsuccessful delivery, such as delivery re-scheduling, Return to Job (RTJ)/ Sales Return Order (SRO) requests, and so on.
- Collaborate with colleagues in all relevant areas to provide constructive input on transportation procedures in order to consistently improve customer experience and transportation efficiency.
- Maintaining a Chinese social media account (Wechat, Little Red Book etc..).
- Dealing with administrative/invoicing questions from international buyers.
- When necessary, provide assistance to other revenue streams.
Other responsibilities than those listed above may be assigned and are expected to be carried out as long as they are within the capacity and level of the position.
Referrals
If you know anyone who may be suitable for the above role, feel free to get in contact with the Mandarin Recruitment team. We will ensure a healthy referral bonus.
About Us
Mandarin Recruitment is a service that helps UK and China businesses & organisations find and source high-quality Mandarin-speaking professionals. We have unparalleled and exclusive channels to the Chinese speaking market, allowing us to be the leading organisation for specialist Mandarin recruitment.
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