DUTIES & RESPONSIBILITIES
1. Customer Services
- To handle & follow up daily customer enquiries from general enquiries, in store & online flash sales and private salesin a timely and professional manner, including membership & loyalty program, product & pricing, order status, billing checking, delivery, complaint, or any post-sales issues through email, phone, instant messaging, social media and on-site support etc.
- Always take ownership of each customer’s journey, resolving queries and complaints appropriately through accurate and personalized solutions.
- Develop professional customer service guidance and offer support to SEA and AU markets.
- Coordinate accordingly with internal and external parties to ensure a smooth customer shopping experience.
- Liaise with warehouse on all orders matters (products, pick, pack, delivery, exchange, return etc)
2. Loyalty Program Support
- To provide upscale concierge services related to membership mobile application and OnTheList Premium loyalty programs, through member acquisition, tier rewards, member benefits, and all aspects of the loyalty program
- To promote & execute OnTheList Premium campaign in order to achieve the aggressive growth of member usage
- To initiate and actively listen to Premium members’ enquiries
- Liaise with internal departments, connecting across the business to fulfill customer need
- Handle administrative work e.g. invitation, point adjustment, voucher redemption, etc.
- To support ad-hoc projects as assigned
3. Report & Analysis
- Maintain and report Customer Service KPI's
- Prepare regular reports to analyze/evaluate members’ feedback and provide guidance to frontline team on enhancing customer experience
- Perform market intelligence to understand members’ needs, service gap, competitors’ movements, etc.
- Other ad hoc duties as assigned by the Manager
REQUIREMENTS:
- Minimum 2 years’ experience in customer services or hospitality, online retail management experience
- Strong background of customer service experience in related field is essential
- Diploma/ Degree holder in hospitality or a related field, such as business administration, marketing, etc Customer-oriented mindset with good telephone and written communication manner
- Excellent interpersonal, communication, coordination and problem-solving skills
- Candidates with strong customer loyalty related experience are preferred
- Well-organized, detail-minded, self-motivated, high responsibility
- Excellent MS Excel, Word and PowerPoint skills essential
- Flexibility with work timing due to time difference and nature of business (compensation leave will be accorded accordingly subject to approval)
