Client Care Officer

RIMOWA; Singapore; On-site; SGD 36,000 - 47,000; Full time

Job summary

RIMOWA is seeking a Client Care Executive to welcome clients, assess repair needs, and manage after-sales inquiries with warmth and professionalism. You will contribute to service excellence throughout the client care process and help set expectations for repairs and collections.

In this front desk and administrative role, you will handle data entry, invoicing, scheduling repairs for collection points including stores, and coordinate with the team to ensure smooth operations.

Qualifications

• Client care and front desk responsibilities
• Handling after-sales inquiries and repairs coordination
• Data accuracy in records and invoicing
• Scheduling collection and repairs across stores
• Team collaboration for efficiency

Responsibilities

• Welcome and attend to client’s after-sales requirements
• Assess repair requirements and advise client accordingly
• Acknowledge and address client’s feedback warmly
• Manage client’s expectations for damages out of warranty
• Provide alternatives within brand guidelines
• Share product information and brand updates
• Ensure 100% data entry accuracy and proper repair record filing
• Attend to phone and email inquiries and advise on general information
• Contact clients for collection and update of repair status
• Ensure front desk cleanliness and tidiness
• Ensure timely follow-up with client
• Complete cases scheduled for designated collection points including stores
• Be a team player and commit to ongoing improvement

Skills

Customer service

Communication

Data entry

Scheduling

Team player

Problem solving

Job description

• Attending to client’s after-sales requirements and achieving customer satisfaction via service excellence throughout the entire Client Care Process
• Ensuring overall readiness of the reception and managing all administrative requirements including follow up with client for collection

JOB DUTIES & RESPONSIBILITIES

Client Engagement

• Welcome and attend to client’s after-sales requirements
• Assess repair requirements and advise client accordingly
• Acknowledge and address client’s feedback in a warm and sincere manner
• Manage client’s expectations/ demands for damages out of warranty coverage
• Provide or offer alternatives or solutions that are within brand guidelines
• Share product information and brands updates where possible

Front Desk Operations & Administration

Ensure 100% accuracy of data entry, repair record filing, invoicing and transaction

• Attending to telephone & email enquiries and advising on general information (e.g. operating hours, documentation for Service) and handover of technical enquiries to Senior Client Care Executive / CC Supervisor
• Contact clients for collection and update of repair status
• Ensure front desk cleanliness and tidiness

Workflow and Scheduling

To ensure timely and prompt follow up with client

• To ensure completed cases are scheduled for their designated collection point, including stores

Support and assistance to team mates to achieve maximum efficiency and productivity, and commitment to ongoing improvement

• Being a team player and committing to ongoing improvement

** Other requirements: Roster may apply and work on Weekend is required