Reporting Line: Customer Success Manager / Marketing Team
Role Overview:
A Customer Success Admin is responsible for developing and maintaining customer relationships via Porcelain's various live chats and communication platforms. The CS Admin will also actively connect with customers to ensure they are satisfied with the services they receive, provide solutions upon areas of dissatisfaction, and escalate feedback to management whenever required. The Incumbent Is expected to embrace the Porcelain values and philosophy when communicating to all external and internal parties.
Responsibilities & Duties:
· Manage all incoming and outgoing enquiries from customers via various communication platforms. (e.g., Zendesk, Freshdesk, Qontak, Privyr, WhatsApp, SMS etc.)
· Support in establishing automated standards in answering machines.
· Build rapport and establish good relationship with customers to ensure customer retention & loyalty.
· Communicate and work closely with the front desk and therapist team to ensure maximum customer satisfaction.
· Equipped with sales, customer service and skincare knowledge to educate customers on Porcelain's Products & Services.
· Handling and replying promptly to all customers enquire and providing the best solutions to them.
· Cultivate new leads by suggesting Porcelain's service and product offerings.
· Keeping records of customer interactions, transactions, comments, and complaints.
· Weekly reporting and feedbacks on the efficiency of the customer service process.
· All other projects and administrative duties as required.
Job Requirements:
· At least 1 year of customer service-related experience preferably in beauty Industry
· Proficient in English (both written/spoken), mandarin will be a plus.
· Strong customer orientation and ability to adapt/respond in different environments.
· Digitally proficient and MS Office Application (Words, Excel & PowerPoint)
· Strong communication and interpersonal skills
· High-level of initiative and service orientation
· Ability to work independently, multi-task, prioritize and manage time effectively
About Porcelain:
Porcelain is a cult-premium skincare brand from Singapore founded by veteran aesthetician, Jenny and her daughter, Pauline with the vision to marry craftsmanship and technology to create the future of skincare. Guided by its key philosophy of achieving healthy skin from within, Porcelain Spa and Porcelain Skincare (its product range) has won more than 80 awards since its inception in 2009.
Porcelain has been featured on Forbes, BBC, the Louis Vuitton City guide and won Best Beauty Spa in Asia (WLSA) for 8 consecutive years. An industry trailblazer, they own and operate three upscale spas including Singapore’s first smart-spa x wellness café concept store at Paragon Orchard.
A digital pioneer, they are highly tech-enabled. One product being a proprietary mobile app which tracks a client’s skincare journey and offers personalized prescriptions. Through their uncompromising standards in products and service, Porcelain aims to be a lifelong beauty partner that journeys with every individual through the evolution of their skin.
Brand Vision:
Porcelain aims to be a global skincare company by being your trusted lifelong beauty partner, helping you feel confident in your own skin.
Brand Mission:
More than an established skincare brand with deep technical expertise, Porcelain will always be a PEOPLE-first company. We are enabled by technology to consistently deliver excellent products and services. Beyond that, we aim to better lives through building deeper relationships with our stakeholders while being highly conscious of the impact and value we create in the world. #DoWellDoGood
