- Salary: $3000-$3500
- Location: Sembawang
- Working hours: 5.25 days (Alt Sat), 9am – 6pm
Job Summary:
Service customers by providing information on product availability and resolving product and service problems promptly.
Responsibilities:
- 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.
- Liaise 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:
- Basic understanding of lemon law, consumer rights and customer service practices.
- With working experience in customer dispute resolution or experience in similar industry (furniture)
Tong Wei Chin (Reg No.: R24123803)
The Supreme HR Advisory Pte Ltd (EA No: 14C7279)
