Mission
The Worlds Largest Sports Retailer is recruiting passionate sports people to join our Decare Team, as our Hotline Customer Service Representative.
Would you like to build a smashing career in Retail around Sports?
Game changers and sports enthusiasts, our doors are wide open for you!
Job Overview:
A Customer Service Representative supports online and offline users (members) by providing helpful and useful information, and assisting customers with inquiries, issues, and requests. They are the front line of support for online and offline users and they help to ensure that users are satisfied with Decathlon products, services and features.
Job Responsibilities:
i. To our Customers & team
To provide prompt, courteous, and effective customer support via various channels (live chat, phone, email).
To address customer inquiries, concerns, and complaints in a timely and empathetic manner, aiming for first-contact resolution whenever possible
Troubleshoot technical issues with products or services, providing step-by-step instructions or escalating complex issues to the appropriate department for resolution.
Assist customers with placing orders, tracking shipments, processing returns, and managing account information.
Develop a comprehensive understanding of the company's products and services to accurately address customer questions and provide appropriate solutions
Collaborate with other team members of the customer service team, as well as with departments such as e-commerce, warehouse, finance and store team, to resolve customer issues and improve the overall customer experience
Escalate complaints to CS Leaders when unable to resolve on first-contact
Identify opportunities to promote additional products or services to customers based on their needs and preferences
Provide feedback to management regarding recurring issues, process improvements, or training needs to enhance the efficiency and effectiveness of the customer service function
Adhere to company policies and procedures, as well as regulatory requirements, ensuring compliance with relevant laws and industry standards
To know and understand the company’s purpose, positioning and values, and align it with DeCare’s vision and project
Boost Decathlon Malaysia image by giving the highest standard of customer service
Providing feedback on the efficiency of the customer service process.
Be the voice of Decathlon’s members by escalating their feedback to relevant stakeholders
To understand the basic department safety standard
Participate in training to enhance skills and personal development
Manage development plan, future plan, and annual mission
Able to resolve conflict and disseminate information
Ability to multitask
Ability to work in an integrated environment
Profile
Minimum diploma or above with 6 months - 1 year of relevant work experience
Excellent verbal and written communication skills in English and Bahasa Malaysia
Knowledge of PC applications / tech savvy
Excellent listening skills, critical-thinker, and problem solver with attention to detail
Must be an assertive team player with high energy to work in fast-paced environment
A sports enthusiast