Notes

Company and job background - Diligence Media

Why this company?
I want to be part of a company where I can continue to use and expand my skill set and knowledge in this e-commerce and dropshipping business. I think I will have a lot of opportunities to explore from this industry since Diligence Media is an E-Commerce Company that focuses on selling awesome and trending products to worldwide. Also, I have been doing this exact type of work for 2 years in my previous job in this same industry. I believe my past experiences in the industry qualify me for this position, and able to start contributing to your team.

Why you choose this position?
I have been in the e-commerce Industry for 2 years and this is a field that I enjoyed working in and want to continue growing by developing my skills further. After reading the job description, it seems like a good opportunity for me to improve my communication and customer service skills. I consider myself as a good team player I believe that I could start contributing results for you in this role as I am always finish tasks in advance of deadline and I have the ability to work under pressure, attention to detail and proactive to solve problems.

What you know about this role?
Requires me to communicate with suppliers to ensure product details, research marketing material like product images or video footage to the team. And also upload review on the product page and reply emails.

Why you are suitable for this job? (finish given task, communication)
Based on the research I have done, your company is looking for a employee who is able to….

Relevant skills related to the job applied
complete daily tasks
I have a good Organisational skills and time management skills
During my time as a purchaser, I successfully sourced and quote products price within the time frame and complete tasks before the due date. I learn to plan ahead and make a daily to-do-list to ensure that I prioritise the most urgent task. I am always able to stay focused on my work and finish task in advance of deadline.
:books: I would describe my communication skills as a mixture of being a great listener and good negotiator. I have developed an excellent communication skill during my time as a Purchaser. I was required to collaborate with marketing team and work with colleagues from different countries. I coordinated efforts with the support team in the Philippines to produce solid end results for the product page. Also, I work closely with suppliers from China to present our products. I believe my communication skills works well for this position.
:books: Multitasking skills
In my previous position, there was a day I was on a high priority task. While doing so, my manager called my into a meeting over the phone. I was unable to move away from my work, so I joined the call and continued on my task. Due to the high priority nature of my current task, I had to keep working. I chose to multitask because I needed to complete both objectives at the same time, as they were both very important. At the end, I managed to complete the task and able to fulfill the requirement and instruction from my manager during the phone meeting. I learnt make a to do list and learn to prioritize and solve it one-by-one.
:books: Attention to detail and proactive to solve problems. During my time as a Purchaser, I always take initiative to identify problems and resolve them before the impacts are affected the business. There was a time the product costing is different from what supplier given. So, I immediately recheck with supplier. Unfortunately, my colleague entered the wrong price, so it could not match the price. When I realised the problem, I immediately update the new cost and let my manager to aware of this situation to avoid any miscalculated amount of revenue.
:books: would say that I am fast learner. I able to catch up the task quickly and I find that I catch onto new projects and systems quite easily. I am also happy to pass the knowledge to others so that we can all work well together for our goals.
:books: team player. I enjoy being part of a team and working with others to achieve the best results. I’m actively listen to my colleague ideas, respect their idea and aim to improve our process. There was a time I was assigned to a task which is need to improve the accuracy of the pricing. I suggested to make a excel file to help us calculate the price. At that time, the excel file have some bug, so, I actively seek for advice from colleagues and improve the file from their opinions. Lastly, we able to improve the accuracy of the price by setting up this file together.
:books: Tell me a time you worked well under pressure.
One time I was supposed to complete a task for my manager within the deadline. My colleague had the same deadline, but she had to take a leave of absence due to personal reasons. I was forced to take up both tasks at the same time, but I did not let the stress affect me. Instead, I came up with a very detailed time management plan and found new ways to boost efficiency that enabled me to deliver both projects on time.
Describe a difficult situation in your previous role and how you handle it.
(Maybe I could share a problem that I faced before)
There was a time we were prepared for the Black Friday sale.
I was eager to showcase my abilities, I accepted task more than I could handle.
I tried my best to meet all the deadlines, it wasn’t possible for me to submit them without sacrifying the quality. I was not able to meet my manager expectations because I was overloaded with the task and I told my manager what had happened and she helped to reassigned some of the task to the available team member. At the end, we able to deliver to results and prioritise quality with help from my colleague. I learned the importance of planning my work ahead and not be afraid to ask for assistance to seek for advice earlier to avoid delaying the whole timeline.
Tell me a issue with supplier.
During my time as a purchaser, I had delivery-related issues with a supplier. In our initial agreement, we had set specific delivery schedules. Unfortunately, within a couple of months, this supplier delivered an order late with no warning. I contacted the supplier and told them that if they sent another order late that month, my company would need to start looking for another supplier who could meet our scheduling needs.
Luckily, the supplier received that message and apologized for the delays. I agreed to give them another chance to fulfill our agreement with their orders during the next month. Fortunately, all of their orders that month arrived on time. When they had delivery issues in the future, they made sure to contact me in advance so that I could prepare.
Tell me a time you had deal with difficult customer and how you handle it?
There was a time a customer was angry with the product and he request for refund without any reason. First, I asked him why he was unhappy. It turned out that he was actually received the item with different material. Then, I contacted supplier to double check the material. Unfortunately, the supplier told me because of the material running out of stock. So the new batch will be in different material. I acknowledged the situation and apologised to the customer. Then, I offered to refund full amount to customers upon returns of good. I also mentioned it to my manager who was able to offer him a complementary discount code. Lastly, the customer happily accept the offer and thanks us for being prepared and managed to fix his issue and i think being prepared can helps me stay calm in stressful situations.
What would you do if you did not know how to help customer?
In these situations, I will look on the resources on hand and double check my work, then loop in colleagues or manager for more help. I remember once there was a customer asking how to use the product which he is following the instruction but did not work. As this is an unusual situation and apologised for the delay in coming up with a fix. Then, I double checked the supplier page, confirmed that I was following the instructions, then reached out to a colleague who was more knowledgeable about this type of product. At the end, we able to solve the problem with the help from my colleague.
What are the 2 or 3 qualities of a person need to deliver strong customer service.
I believe it’s important to be friendly with customers to leave a good impression. I also believe that it’s important to solve issues quickly and efficient is also priority. (Proactive to solve problems)
Professionalism to handle emotions, by doing so can prevent rudeness, anger and other negative emotions from taking over the experience.
What does a good customer service mean to you?
Good customer service means have a thorough knowledge of your product, experience with your service and being able to help customer make the best choice for them. When I worked for CZM, I will spend some time looking at the product to make sure I was fully understand of their function and performance.
What your personality?
I am friendly, motivated, positive and attention to detail. I can quickly adapt to a new environment and like to take on challenges. I'm a problem-solver by nature. My goal when I working on a problem is to get their issue resolved as quickly and efficiently as possible.
What motivates you?
My results motivate me. I enjoy the feeling I get when I’m able to help others. I get a sense of satisfaction when an angry user becomes a loyal customer by the end of an interaction. I like to be a part of a team that puts the customer first and helps to make sure they are happy and stay with us.