- Respond to customer chat according to Customer Service SLA (Service Level Agreement).
- Provide clear, accurate, and helpful information about products, orders, and policies.
- Provide detailed product information, including specifications, availability, and pricing.
- Assist customers in comparing products and making informed purchasing decisions.
- Reach out to customers proactively to provide updates on order status, promotions, and new products.
- Notify customers of any delays or issues with their orders and offer solutions.
- Assist customers with placing orders, including helping them in selecting products and completing transactions.
- Provide updates on order status and estimated delivery times.
- Resolve customer issues related to orders, such as delays, incorrect shipments, damaged products, and lost packages.
- Handle return and refund requests in accordance with marketplace policies.
- Process returns and refunds efficiently and communicate the status to customers.
- Foster positive relationships with customers to enhance their experience and encourage repeat business.
- Show empathy and understanding in all customer interactions to build trust and loyalty.
- Meet or exceed performance metrics such as response time, resolution time, customer satisfaction scores, and other key performance indicators (KPIs).
x
