Responsibilities:
- Serve as the first point of contact for customer enquiries via phone, email, and other communication channels.
- Provide accurate information regarding products, services, and processes.
- Handle customer feedback and complaints professionally, ensuring timely resolution.
- Investigate customer concerns, identify root causes, and recommend appropriate solutions.
- Coordinate with internal departments to resolve customer issues and service-related matters.
- Escalate complex cases to relevant stakeholders when necessary.
- Follow up with customers to ensure satisfactory resolution of enquiries and concerns.
- Process customer orders, service requests, and bookings accurately and efficiently.
- Monitor order and service progress to ensure timely completion and delivery.
- Communicate updates on order status, service schedules, and potential delays to customers.
- Maintain accurate customer records and interaction histories within CRM systems.
- Document customer feedback, enquiries, and complaints for tracking and reporting purposes.
- Prepare reports on customer service activities and performance metrics.
- Analyse customer feedback and trends to identify opportunities for service improvement.
- Collaborate with sales, operations, technical, and other internal teams to support customer requirements.
- Contribute to the enhancement of customer service processes, policies, and customer satisfaction initiatives.
- 1 to 3 years of experience in customer service, customer support, or coordination roles.
- Proficiency in Japanese language for liaising with Japanese-speaking clients and stakeholders.
- Experience using CRM systems is an added advantage.
- Strong communication and interpersonal skills.
- Good problem-solving and conflict resolution abilities.
- Strong organisational and multitasking skills with the ability to manage multiple priorities.
- Detail-oriented with a high level of accuracy.
- Proficiency in Microsoft Office applications and CRM tools.
- Ability to collaborate effectively with cross-functional teams.
- Customer-focused mindset with a commitment to delivering excellent service.
Please kindly refer to the Privacy Policy of Good Job Creations for your reference: https://goodjobcreations.com.sg/en/privacy-policy/
EA Personnel Name: Chay Yoke Ting Vanessa (Xie Ruoting)
EA Personnel Registration Number: R23115805
EA License No.: 07C5771