Supporting the operations of Customer Service, Service Gaps analysis and the planning aspects of the Customer Journey experience, the candidates’ portfolio encompasses:
Customer Service
- Assist with customers' enquiries which include web enquiries, emails, social media (FB, IG, Google Reviews, WhatsApp, Telegram) and phone calls
- Address customer complaints from various platforms, afford appropriate solutions and alternatives within the service level agreement with thorough follow-up to ensure resolution is reached expediently
- Maintain records of customer interactions, process customer accounts and file documents
- Follow up with all customers' compliments (web forms, emails, social media platforms) according to internal company’s processes and document them categorically
- Collate all customers’ compliments and complaints into Spreadsheet for analysis
- Generate and follow up with sales leads from all the various platforms
- Identify and assess customers’ needs to achieve satisfaction
- Apply analytical thinking to process each individual customer’s compliant and provide the most effective solutions
- Afford support to the Head of Department and team members on day-to-day operation
- Perform any other duties as assigned
Customer Journey Experience
- Pinpoint service gaps in the Customer Journey experience
- Review Service Standards through visits to boutiques periodically
- Analyse the source and root cause of service deviance
- Generate workable solutions to bridge these service gaps
- Identify pain points of customers in their buying/shopping experience and derive solutions to address them
- Identify touch points for our customers to heighten our service level
Customer Relationship Management
- Study and analyse the voice of customers throughout customer’s survey form and formulate customer centric solutions to address them
- Collate and analyse customer’s data using the CRM software, Hubspot
REQUIREMENTS
- Minimum GCE-N Level
- Minimum 1 to 3 years’ experience in a customer service / experience capacity
- Relatively well versed in Microsoft Office Suite especially Excel
- Familiarity with CRM software ideally HubSpot
- Good command of English, both spoken and written
- Conversational Mandarin (to attend to Mandarin-Speaking Customers)
- Able to work after office hours ie on weekends on need basis
