Customer Service /Corporate Executive

Singapore Bisa kerja remote

Full-Time

1 - 3 tahun pengalaman

Deskripsi pekerjaan Customer Service /Corporate Executive Mothercare (s) Pte Ltd

JOB ROLE
Duties & Responsibilities
Customer Service Queries
· Talking to customers on multiple channels, such as phone, social   media, email, livechat/ whatsapp.
· Facebook enquiries inbox & Wall
· Locate products, check stock availability, arrange collection/delivery and process exchanges (include store exchanges)
· Handle complaints, promotion enquiries, product information   enquiry, pricing enquiries, voucher use, gift registry etc
· Facilitate root-cause investigation, providing status updates, follow-through on corrective actions and any other customer queries.
· Assist on membership requests, example but not limited to   helping customers reset password, activate accounts, update details and   answer members queries.
EC Order  management
· Raising, canceling and amending customer orders, delivery and   other information.
· Processing exchanges, including in store exchanges.
· Create manual order on Magento
· Add or remove items from order
· Product transfer request - missing sizes or to try out items at outlets.
· Cancel orders.
· Handling OOS exception orders: involve stock checking and   requesting movement from EC WH/MWH or other stores.
· Delivery special request: wrapping, remove price tag, choose color.
· Working closely with EC Operation team, warehouses and stores.
Post-Purchase  Support
· Delivery Enquiries.
· Delivery Request: MWH and Ninja Van to change time and expedite.
· Exchange at Customer House: Ninja Van or MWH, involve stock from   EC or other outlet.
· Exchanges at store.
· Refunds Request: partial or full – to compile and send to relevant I/C
Corporate  Sales
· Researching and identifying sales opportunity, generating leads,   target identification and classification
· Reaching out to new customers and making presentations or   pitches outlining the benefits of product/ services.
· Understanding the client requirements and then customizing the   product/ services as per their needs
· Maintaining relationship with all potential and existing clients
· Ensuring proper servicing and after sales support to clients
· Data reporting to management and gathering market intelligence
Trainings, Personal Shopper & Reports
Lead a customer first approach culture by continually seeking to improve customer service levels within the organization.
Coach and train team, work hand in hand with training        manager to ensure optimum levels of customer service are delivered
Deliver and up keep personal shopper programmer hand in hand with Training/Customer Service Manager.
Draft documentation as required and requested.
Prepare monthly statistical reports as appropriate to send to Training/Customer Service Manager.
Assist the Training/Customer Service Manager in ensuring that all relevant standards within the customer charter are met.
Meet the objectives and performance measures agreed with the operation.
Office Administrative Matters
· Checking & coordination of office maintainence (Printer, Lightings, Amentities)
· Consolidation & submisison of stationary orders & office supplies
Applicant  must be willing to take on any other job responsibilites and changes within the 6 months.
COMPETENCIES
Behavioural
· Willing to get hands dirty – do what is needed to deliver the orders during the startup period of the business.
· Delivers excellent customer experience
· Resonates with core company values of ‘Nurture’, ‘Honor’, ‘United’ & ‘Integrity’
· Strong people relationship skills, customer service skills.
· Strong communication skills.
· Enjoys working with people from all walks of life.
· Suggest improvements.
COMPETENCIES
Functional
· Need to be familiar with company policies relating to customers.
· Good communication skills.
· Comfortable with Microsoft Office
· Comfortable with multiple IT/web platform interfaces, as this   job requires the officer to work on multiple programs. Go onto various IT   platforms etc to extract relevant information and perform functions.
KEY RESULTS AREAS & OBJECTIVES
· Responds to customer via email within 2 working days (at least with update if cannot offer a solution).
· Responds to phone enquiries same or next day.
· Responds to FB within 2-3 hours.
· Responds to livechat/whatsapp immediately (5 mins) when actively   staffing. If not staffing, to switch off.
· Timely closure of enquiries.
QUALIFICATIONS & EXPERIENCE
· Diploma/Degree with 3-5 years of retail customer service experience or equivalent
· Experience in fast paced and high volume environment