Customer Service Specialist- Shanghai

Job Description

iHerb is seeking a Customer Service Representative (CSR) to be the first point of contact for customer inquiries, product questions, and order status matters. The CSR will provide professional customer service to foster customer loyalty.

Responsibilities:

• Communicating directly with customers via email, phone, chat, and social media.
• Collaborating with warehouse and logistics partners to resolve inquiries and exceptions.
• Responding promptly to all customer inquiries.
• Obtaining and evaluating relevant information to address inquiries and complaints.
• Handling and resolving customer complaints.
• Managing customer accounts.
• Recording customer interactions including comments, details, and actions taken.
• Communicating and coordinating with internal departments.
• Following up on customer interactions.
• Escalating customer issues as necessary.

Requirements:

• A professional, positive, and enthusiastic attitude - customer centric.
• Bi-lingual (preferred) – English + other language.
• Strong interpersonal skills.
• Excellent verbal and written communication skills.
• Good listening skills.
• Problem analysis and problem-solving abilities.
• Attention to detail and accuracy.
• Knowledge of customer service principles and practices.
• Computer literate – MS Office (Word & Excel) & PPT.
• Ability to type 40 WPM.
• Adaptability.
• Initiative.
• Ability to work under pressure.

iHerb is mission is to make health and wellness accessible to all.