Customer Service
WATSONS SINGAPORE
Skills
WATSONS SINGAPORE Customer Service 工作職責
1. Handle customer enquiries through the phone
- Listen, probe and question in order to clarify and understand customer needs.
- Remain up to date with the latest information that impacts the delivery of service to the customers and provide accurate information promptly to customers.
- Follow-up on outstanding cases and perform call back to customers if necessary,
2. Handle customer enquiries via various channels such as emails, live chat ete.
- Assist customers on after sales issues.
- Resolve customers' product and promotion enquiries.
- Process order cancellation or refund request.
- Perform up-sell and cross-sell to customers.
3.Handle customer enquiries on social media.
- Engage customers using social media platforms to resolve their issues or enquiries.
- Moderate and respond to comments on social media professionally and with empathy,
4.Escalate customer issues.
- Document customer issues on CRM/Salesforce system.
- Escalate the customers' issues to appropriate departments.
- Follow up with the respective departments to respond to customer promptly.
5. Assist on membership matters
- Process card replacement
- Activate new mebership cards
- Resolve point related issues
必須在 WATSONS SINGAPORE 有對 Customer Service 的工作要求
Education & Experience
- Equivalent to Singapore's qualification such as "A" level or above.
Personal Attributes
- Highly adaptable to a fast-paced and dynamic work environment
- Pleasant disposition and personality
- A team player
- Possess a sense of urgency with high EQ
- Possess customer empathy - developing relationships with customers to maximize sales potential and ensure total customer satisfaction.
- Ability to work on shifts (which includes weekends)
Competencies
- Proficiency in English; ability to converse in Mandarin will be an added advantage (to liaise with Mandarin speaking associates/customers)
- Customer-oriented with good interpersonal and communication skills
- Candidates with experience in customer service or contact centre will have an added advantage
- Candidates with a passion in customer service are welcome to apply
