Duties & Responsibilities
· 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.
· 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.
· 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.
· 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.
· Refunds Request: partial or full – to compile and send to relevant I/C
· 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.
· 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.
· 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