Job Offers & Benefits:
· $3000-$3500 Basic salary
· Team/Personal Incentive
· Variable performance bonus
· Incremental annual leave yearly (12 to 18 days)
· Staff credit for free product and discount on product purchase yearly.
We are looking for a team player to join our growing Singapore Furniture Brand. We are keen to learn and improve from your contribution to our mutual success.
Candidate Role:
Service customers by providing information on product availability and resolving product and service problems promptly.
Job Responsibility:
- Respond promptly and professionally to customer’s enquiries from various channels: website live chat, marketplace, social platform messaging, telephone, emails and in person.
- Confirm product order details made online and update stock & delivery schedule to customer.
- Liase with freight forwarder and factories on stock fulfilment.
- Manage and track daily delivery progress, providing scheduled updates on delivery status & replan when delay occurs to customers.
- Follow up with proper closure for existing customers on their delivery and warranty issues.
- Work closely with warehouse on stock fulfilment and inventory related issues.
- Work with sales to improve nett sales.
- Document product issues for claim/re-order to supplier.
- Document customer interactions in key notes history for weekly meeting to improve value and service to customers.
- Actively request customers for good reviews.
- Explain simply and clearly in response to customer questions and check for customer understanding and acceptance of situation.
- Establish and maintain good rapport with customers by using positive language and anticipating their needs.
- Able to recommend alternative products or compromise to resolve sales cancellation.
- Ability to independently negotiate repair/replace products or reduce /refund sales.
- Identify and escalate issues to Manager only when exceed set parameters, escalation of issue will be the key KPI to appraise work performance.
- Participate in ad hoc duties being assigned by managers.
Job Requirements:
v Able to work 5.5 days (9am-6pm) per week on weekdays and alternating Saturdays. Rest day on Sundays.
v Basic understanding of lemon law, consumer rights and customer service practices.
v Strong communications and interpersonal skills especially instant message and telephone etiquette.
v Candidates with working experience in customer dispute resolution or furniture installation or repair will be strongly considered.
v Willingness to cooperate with customers and management to resolve any issues that may arise.
v Ability to maintain a calm and polite manner in stressful situations.
v Excellent organizational and multitasking skills.
v Strong command of written and verbal English + other languages will be useful.
v Able to start with short notice period.
