Job Description

• Customer Journey Crafting: Collaborate with cross-functional teams to develop and improve customer journey maps, ensuring a consistent and positive experience from initial contact to post-purchase support. Ability to strategize communication channels and customer segmentations.
• Customer Interaction: Respond to customer inquiries through phone, email, chat, or in-person interactions promptly and professionally.
• Product and Service Knowledge: Maintain a deep understanding of our products and services to effectively educate customers and offer the best solutions to meet their needs.
• Sales and Upselling: Proactively identify opportunities to upsell and cross-sell products and services to enhance customer satisfaction and drive revenue growth.
• Issue Resolution: Investigate and resolve customer concerns and complaints efficiently and to the satisfaction of the customer.
• Customer Relationship Building: Establish and maintain strong relationships with customers by providing personalized attention and support.
• Feedback Gathering: Collect and relay customer feedback to internal teams for continuous improvement of products and services.
• Reporting and Analysis: Track and analyze customer interactions, sales performance, and other relevant metrics to inform strategic decisions and enhance customer experiences.
• Process Improvement: Contribute to the development and optimization of customer service processes to improve efficiency and customer satisfaction.

Job Requirements

• Able to speak and write in both English and Mandarin.
• Candidate possesses at least a Degree or above.
• At least 1 year working experience in the customer service.
• Fresh graduates are also encouraged to apply!
• Preferably graduates from business, marketing, retail or relevant field.
• Passionate about retail sales trends; adapt easily to business growth.
• Knowledge and experience in parenting, baby & kids category is an added advantage.
• Able to pay attention to details because customer satisfaction is important.
• KPI-driven, excited to learn new things and able to work in team.
• Must be self-disciplined and hardworking.
• Must love to work in high growth startup environment.
• Positive attitude with good communication skills.

Skills