Location: Near MacPherson MRT Station
1. ROLE DESCRIPTION
Reporting to the Sales Manager, the Online Sales & Customer Service executive is responsible for the weekly online orders. The role is to accelerate online operations, alleviate customer relation management support and e-commerce accounts. You will play a key role in shaping Dr.Bags digital presence, fostering customer retention and brand awareness throughout this journey.
Dr.Bags is committed to facilitating a high performance and multi-dimensional learning curve that creates a strong foundation for young professionals with the ambition to thrive in the luxury e-commerce service industry.
The ideal candidate is a customer-oriented, adaptable, and responsive individual well-fitted to communicate with high-end customers; he or she is able to multitask, prioritise and manage time effectively. As we continue to lead the luxury restoration industry in Singapore, we are looking for a candidate who appreciates superior craftsmanship, fashion and art.
2. SPECIFIC RESPONSIBILITIES
- Have a complete understanding of Dr.Bags’ services so as to recommend and answer clients’ questions proficiently. Training will be provided
- Under the supervision of the operations manager, support in day-to-day processing of service order which involves skilled checking, assessment and explanation of services for cleaning, colouring, protection coating and repair services for bags, accessories and footwear
- Oversee daily and weekly deliverables to follow up on payments, service completion dates, and schedules in accordance with order workflow system
- Communicate with customers through various channels, provide a seamless customer service experience to uphold client service excellence, and provide professional customer support
- Receiving and processing new stock, replenishments, returns, damages, and transfers, as well as support all stock-taking exercises
- Proactively acquire knowledge regarding luxury brand news, new services, new product information, customer feedback, and staff communication
- Communicate customer issues with operations team, and devise ways of improving customer experience, including resolving problems and complaints
- Simple packing, processing orders, forms, applications, and ad-hoc requests
3. COMPETENCIES
- Develop effective communication, problem-solving skills and interpersonal skills to manage clients tactfully
- Gain experience on online e-commerce dynamics and platforms for luxury service industry
- To be able to learn and identify clients’ needs and issues, and discover what it takes to meet their needs in an online retail environment
- Acquire database management skills
- Develop ability to multitask, organise, prioritise, and manage time effectively
- Gain experience in Customer experience analysis
- Gain basic knowledge of digital marketing
