Customer Service Officer

Customer Service Officer Job Description We are a dynamic company with 20 years in the beauty industry. We currently have 9 outlets across Singapore with 3 brands thus you will be introduced and expected to contribute to value add to the interesting marketing concepts suited for both the Beauty and Wellness industry. Responsibilities · The candidate is expected to make outbound calls to customers and to respond to inbound enquiries from leads, giving a basic introduction of Company’s latest promotions with the aim of maximising the take-up of these promotions. · Respond to customer inquiries via phone, email, and chat in a timely and professional manner, in both English and Chinese (to liaise with Chinese-speaking customers). · Scheduling service appointments for customers and follow up Identify and escalate complex issues to appropriate departments for resolution · Collaborate with team members to improve policies and customer service processes · Address customers’ complaints in a timely and professional manner. Conduct first level investigation into customers’complaints, identify expectation gap and work with service team members on service recovery aiming towards customer satisfaction. · Build customer loyalty and retention by delivering the unique customer service experience · Update activity reports (Documentation of calls for tracking, monitoring and follow-up) · Maintain accurate records and reports on customer interactions and feedback · Strong teamwork and interpersonal skills to work effectively with colleagues. · Assist in ad hoc administrative duties Requirements · Singaporean, Permanent Resident or candidates with full working rights for Singapore. · Must be able to converse fluently over the phone, and read and write in English and Chinese (to liaise with Chinese-speaking customers). · Must be proficient in MS Word and MS Excel · At least 1 year customer service or telemarketing experience · Skilled in negotiation, listen attentively,identify caller…