Customer Service Coordinator

Company Description: Traveling itu tak hanya menyenangkan, tapi juga bisa memberikan banyak pengalaman berharga dalam kehidupan. Walaupun begitu, tak sedikit orang yang menganggap traveling itu aktivitas outdoor yang ribet, karena banyaknya hal-hal yang harus dihadapi, Mulai dari permasalahan saat packing, hingga problem yang biasa ditemui ketika perjalanan. Bermula dari keresahan itulah, dua pemuda asal Bandung, Ben Wirawan dan Hanafi Salman, mencoba mencari solusi atas berbagai kekhawatiran serta kesulitan yang biasa ditemui orang saat traveling. Lalu pada tahun 2015, keduanya sepakat mendirikan Torch. Seperti arti pada namanya yaitu “obor”, Torch diharapkan dapat menjadi cahaya penerang dalam setiap permasalahan yang dialami traveler melalui produk tas dan perlengkapan traveling yang tak hanya simple, tapi juga inovatif, sehingga praktis digunakan dalam setiap momen perjalanan. Melalui berbagai inovasi fitur yang fungsional dan desainnya yang stylish, serta teknologi kualitas bahan tas yang lebih ringan namun lebih kuat, kini Torch tak hanya memenuhi kebutuhan traveling, tapi juga tumbuh lebih besar dengan memberikan kemudahan serta memecahkan masalah dalam berbagai segi kehidupan, mulai dari aktivitas urban traveling, hingga ke aktivitas harian seperti kuliah dan bekerja. Job Description: Job Overview: We are looking for a Customer Service Coordinator to join our growing team! As a Customer Service Coordinator, you will play a vital role in providing exceptional customer service and ensuring smooth and efficient interactions between the brand and its customers on marketplace, webstore, and other channels. Job Role: - Customer Support: Provide timely and professional support to customers via various communication channels, such as email, marketplace chat, webstore, etc.

• Order Management: Assist customers with order inquiries, processing orders, tracking shipments, and resolving any issues related to product delivery.
• Product Knowledge: Possess in-depth knowledge of the brand's fashion products, including sizing, styles, materials, and care instructions.
• Returns and Exchanges: Manage return and exchange requests, ensuring they are processed efficiently and in compliance with the brand's policies.
• Complaint Resolution: Address customer complaints and concerns, working to find satisfactory solutions and maintaining a positive brand image.
• Inventory and Stock Inquiries: Provide information on product availability, restocking dates, and stock levels to customers.
• Feedback Collection: Gather and document customer feedback, suggestions, and comments to relay to relevant teams for continuous improvement.
• Quality Assurance: Collaborate with quality control and inventory teams to address product quality issues and facilitate returns or replacements.
• Sales and Upselling: Recognize sales opportunities and employ upselling and cross-selling techniques to maximize sales and revenue.
• Communication and Coordination: Communicate effectively with other teams, including the e-commerce, inventory, and marketing departments, to ensure a seamless customer experience.
• Data Management: Maintain organized records of customer interactions and inquiries, using CRM software or similar tools.
• Training: Train and onboard customer service representatives and ensure that they follow best practices for customer interactions.