Call Centre cum Customer Service Representative

Job Description:

We are seeking a proactive and customer-focused individual to join our team as a Call Centre cum Customer Service Representative. You will play a vital role in ensuring a smooth and pleasant experience for all customers through prompt communication, accurate bookings, and professional support to our shops.

Key Responsibilities:

1. Handle all incoming calls and manage the I-Slash booking system promptly and accurately. Ensure zero pending calls and unanswered enquiries daily.
2. Attend to customers’ needs with patience and professionalism. Provide accurate and updated information on monthly promotions to maximize reservations and secure bookings for both new and existing customers.
3. Ensure the accuracy of all bookings, including treatment reservations, consultations, cancellations, and rescheduling.
4. Identify customer needs effectively, clarify information, and communicate updates on services and promotions accurately.
5. Follow up on customer complaints and feedback in a timely manner, ensuring issues are addressed and resolved professionally.
6. Support shop teams in achieving monthly sales targets through effective customer engagement and booking strategies.
7. Perform daily administrative and operational duties, including responding to emails, SMS, online enquiries, and other assigned tasks.
8. Assist in training and educating new staff on standard operating procedures, customer service standards, and booking systems to ensure smooth onboarding and consistent service quality.
9. Carry out any other duties as assigned to support business operations.

Requirements:

1. Minimum GCE ‘O’ Level or equivalent; Diploma in customer service or related field is an advantage.
2. At least 1–2 years of experience in a call centre or customer service role, preferably in the beauty, wellness, or retail industry.
3. Excellent communication skills in English and Mandarin (In order to liaise with Mandarin-speaking clients regarding Mandarin-related queries).
4. Strong customer service orientation with the ability to remain calm and professional under pressure.
5. Good knowledge of booking or CRM systems; familiarity with I-Slash system is a plus.
6. Organized, detail-oriented, and able to multitask efficiently in a fast-paced environment.
7. Positive attitude, team player, and willingness to learn.
8. Able to work on weekends and public holidays if required.

Other Information:

1. Workdays: 5 work days (Able to work on weekend)
2. Work hours: 10am to 8.00pm (Mon – Sat) 10am-7pm (Sun)
3. Location: Central, Robinson Road Singapore 068907

Benefits:

• Medical Benefits
• Transport Allowance