Job
Description
Customer Service Executive ( Fr Eye Wear Industry Only ) Respond to stores inquiries,Resolve stores complaints,Provide product(Eye Wear) information Knowledge about optical or eye wear ,Lens & frames Customer Service Executive(Fr Eye Wear Industry only) - Respond to stores inquiries, Resolve stores complaints,Provide product(Eye Wear) information Key Responsibilities: Respond to Store Inquiries: Promptly and professionally respond to all incoming inquiries from retail stores via phone, email, and/or chat regarding orders, products, shipments, policies, and general operational questions. Accurately log and track all inquiries in the CRM system. Resolve Store Complaints: Investigate and resolve complex store complaints and issues, including but not limited to product defects, shipping discrepancies, billing errors, and warranty claims. Collaborate with relevant internal departments (e.g., Logistics, Production, Sales, Finance) to ensure timely and satisfactory resolutions. Follow up with stores to ensure their satisfaction with the resolution provided. Provide Product (Eyewear) Information: Serve as a subject matter expert on all company eyewear products, including frames, lenses, contact lenses (if applicable), accessories, and associated technologies. Educate store staff on product features, benefits, care instructions, and fitting guidelines. Assist stores with product selection, technical specifications, and inventory inquiries. Provide updates on new product launches and discontinued items. Relationship Management: Build and maintain strong, positive relationships with store managers and staff. Act as a liaison between the company and its retail partners, ensuring clear communication and understanding. Documentation and Reporting: Maintain accurate and detailed records of all customer interactions, resolutions, and feedback. Prepare regular reports on inquiry trends, complaint types, and resolution times. Identify recurring issues and suggest improvements to processes and products. Process Improvement: Actively participate in identifying opportunities to improve customer service processes and enhance the overall store experience. Provide feedback to management on common store challenges and product-related issues.
