JOB OBJECTIVE

• To handle member inquiries and complaints, provide appropriate solutions and alternatives within the set time frame, & ensure an exceptional customer experience across all interactions by identifying opportunities to enhance member satisfaction.

DUTIES AND RESPONSIBILITIES

• Manage high volumes of incoming inquiries efficiently across multiple channels, including phone, email, live chat, and social media.
• Maintain accurate and detailed records of member interactions, transactions, and feedback to ensure seamless follow-ups and service improvements.
• Follow standardized communication procedures, guidelines, and company policies while adapting to member needs.
• Take a member-first approach by actively listening, empathizing, and providing tailored resolutions to enhance member experience.
• Handle member complaints professionally, escalating complex issues when necessary, and ensuring timely resolution.
• Proactively engage with members to understand their needs, suggest relevant products/services, and promote brand loyalty.
• Attempt to retain members by persuading them to reconsider cancellations and offering alternative solutions.
• Inform members about promotions, & exclusive deals to enhance their shopping experience.
• Perform suggestive selling by recommending suitable products and services based on member preferences.
• Utilize CRM systems and other technology to manage and streamline high inquiry volumes effectively.
• Collaborate with cross-functional teams within the Ecommerce team, Warehouse Club Operations & Logistics team to address customer concerns and improve processes.

TECHNICAL / FUNCTIONAL COMPETENCIES

• Knowledge of customer service management tools, CRMs (e.g., Zoho, Zappier, Zendesk, Salesforce), & E-commerce platforms is an advantage.
• Knowledgeable in Microsoft Office application
• Strong problem-solving and critical-thinking skills to resolve member concerns effectively.
• Ability to multitask, prioritize, and manage time efficiently in a fast-paced environment.

JOB QUALIFICATIONS

• Bachelor’s degree required.
• Adequate clerical and communication skills (both verbal and written).
• Must be willing to work weekends, holidays, and shifting schedules.
• Previous experience in a customer experience or customer service role is an advantage.
• Ability to work independently and as part of a team to drive customer satisfaction and loyalty.