C
CLIENT COMMUNICATIONS ASSOCIATE
Charles & Keith · Singapore · Full-time
Quick Summary
- Set SOP for Client Communications including service recovery and customer feedback handling.
- Reply to customer enquiries via calls, email, live chat, and social media within timelines.
- Prepare weekly/monthly reports on live chat performance and customer feedback.
Full Description
We're on the lookout for individuals who are passionate about fashion, think outside the box, and have an eye for innovation.
Unleash your potential with us, and join us as we create joy and excitement in our global community to empower people to express themselves freely through fashion.
Responsibilities:
Client Communications Management:
- Set SOP for Client Communications (e.g., service recovery, guidelines for handling customers from different feedback channels, SLA to customer feedback, preparation of FAQ, etc.)
- Reply to all customer enquiries and feedback within stipulated timelines via various channels (e.g., calls, email, live chat, social media, etc.)
- Assist customers regarding the status of their orders, handle all customer feedback, and provide support for exchange and return inquiries
- Assist customers or the operations team in sourcing/locating products
- Identify and follow up on sales opportunities with customers
- Maximize cross-sales opportunities in all correspondence by suggesting related products to original inquiries
- Work closely with the Order Fulfillment Team, Inventory, IT, and Sales & Operations Team
- Prepare Client Communications reports
- Constantly look out for ways to improve work processes and Client Communication levels
- Stay up to date with new Client Communication tools (e.g., chat line) or information
- Any other tasks as and when assigned by the Management
Administrative Duties:
- Assist the ECommerce team in administrative duties
- Prepare weekly/monthly reports on live chat performance, number of compliments, complaints, feedback, and inquiries accordingly to the sources
- Manage the membership and customer feedback database, i.e., data entry of membership details and feedback forms
- Other ad-hoc administrative duties
Requirements:
- Minimum Diploma, preferably with at least 1 year of experience in the service industry
- Good interpersonal and communication skills
- Proficient with Microsoft Office suite and Email
- Knowledge of Salesforce is an advantage
- Client Communications oriented and committed to handling customer grievances
- Applicants with experience with global returns and exchange procedures is an advantage
- Fun, vibrant & outgoing personality
- Keen sense of fashion and a passion for the fashion industry
- Required to work in shifts, on weekends, and on public holidays
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