Job Overview:
The After Sales Admin Coordinator is responsible for managing all aspects of after-sales service in a diamond shop. This role involves coordinating repairs, returns, customer inquiries, and maintaining customer satisfaction while ensuring efficient administrative processes.
Key Responsibilities:
- Customer Service:Respond to customer inquiries via phone, email, and in-person regarding after-sales services.
Address complaints and resolve issues related to purchases, repairs, and returns.
- Order Management:Process and track after-sales orders, including repairs and custom orders.
Maintain accurate records of customer interactions and transactions.
- Repair Coordination:Liaise with jewelers and repair staff to ensure timely and quality service.
Schedule and manage repair timelines, keeping customers informed of progress.
- Returns and Exchanges:Handle the return and exchange process, ensuring compliance with company policies.
Assist customers with documentation and provide necessary information for processing returns.
- Inventory Management:Monitor inventory levels of returned and repaired items.
Assist in managing stock levels and placing orders for replacement parts as needed.
- Documentation and Reporting:Maintain accurate records of all after-sales activities and customer interactions.
Prepare regular reports on after-sales performance, including customer feedback and service metrics.
- Team Collaboration:Work closely with sales, marketing, and management teams to align after-sales services with overall business goals.
Participate in team meetings and contribute ideas for improving after-sales processes.
- Training and Development:Provide training and support to new staff on after-sales procedures.
Stay updated on product knowledge and industry trends to assist customers effectively.
- Customer Follow-Up:Conduct follow-up calls or emails to ensure customer satisfaction post-service.
Gather feedback to identify areas for improvement in after-sales services.
Qualifications:
- High school diploma or equivalent; a degree in business administration or related field is a plus.
- Previous experience in customer service or administrative roles, preferably in retail or jewelry.
- Strong organizational and multitasking skills.
- Excellent communication and interpersonal skills.
- Proficiency in Microsoft Office Suite and experience with CRM software.
- Open to OT. Open to 6 days work week/weekend need to work. (working hours more than 44 hours is consider OT)
Skills:
- Attention to detail and problem-solving abilities.
- Ability to work independently and as part of a team.
- Customer-focused mindset with a passion for delivering exceptional service.
Please send in your latest resume to [email protected] or contact to +65 64160542
*Only shortlisted candidates will be notified*
Tammy Yap Yong Qi (R24121217)| Employment Agency Licence No:04C3537
