Customer Success Manager

Company Description:

Return Helper provides an end-to-end solution for e-commerce companies to minimize the increasing cost of returns. This part of the logistics chain is underserved and thus fast growing: in eight short years, Return Helper has expanded to 17 locations globally, and is now the official partner of Amazon, PayPal and many more.

The successful applicant will be joining a dynamic team with a “grown-up startup” vibe, and working directly with the GM of SEA & International Markets, who formerly had 12 years of experience at the largest e-commerce company in the world. 

Job Summary:

As Account Manager, you will be part of the vision to change the perspective within e-commerce companies, from seeing returns as insignificant and/or unsalvageable losses, to the biggest opportunity within their logistics chain for cost optimization.  We count on you to interact professionally with our valued customers when they have questions and concerns. We are looking for a highly skilled Account Manager to handle relationships with clients, inbound and outbound email requests and phone calls using a friendly, helpful approach.

The ideal candidate will be a quick learner who acts as a reliable point of contact between customer and liaison with our Business Development team, report common product and service issues, processing customer’s request and to work on billings.

Serving as the voice and face of our company, the account manager will be integral in reinforcing our reputation for exceptional customer service. This role is currently hybrid and could develop into office based in the future.

Responsibilities:

·       Manage inbound and outbound emails and calls with knowledge and efficiency for customers in globally, inclusive but not limited to United Kingdom and the Netherlands and Southeast Asia.

·       This requires the candidate to start work at 4pm-1am (GMT+8)

·       Identify and address customer needs, with a goal of total satisfaction.

·       Provide a business plan for key account to grow the client’s business.

·       Provide expert answers to questions about products, pricing, and services while presenting the value of our product portfolio to customers.

·       Maintain customer relationships along with Business Development team, building rapport with existing customers to achieve continuous growth.

Minimum Qualifications:

·       2 or more years of account management or customer facing experiences within the e-commerce or logistics industry.

·       Can work independently. Self-starter.

·       Proficiency in English, Chinese.

Preferred Qualifications:

·       Strong communication skills, including active listening and clear articulation.

·       Prioritising, time management and organisational skills.

·       Ability to create and deliver solutions tailored to the customer’s needs.

·       Relationship management skills and openness to feedback.

·       Proficiency with software and CRM such as Salesforce, Power BI and Monday.com, MS Office, G-Suite.

·       Proficiency in Dutch is a plus.