Client Communications Associate

CHARLES & KEITH GROUP; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

A fashion retail company in Singapore seeks a client communications manager to handle customer inquiries across various channels and assist the ECommerce team with administrative tasks. Candidates should have a minimum diploma and at least 1 year of experience in the service industry. Strong interpersonal skills, proficiency in Microsoft Office, and a flair for fashion are essential. Flexibility to work in shifts and on weekends is required.

Qualifications

• At least 1 year of experience in the service industry.
• Experience with global returns and exchange procedures is an advantage.
• Flexibility to work in shifts, including weekends and public holidays.

Responsibilities

• Manage client communications and customer inquiries across various channels.
• Assist the ECommerce team with administrative duties.
• Prepare weekly/monthly reports on performance and feedback.

Skills

Good interpersonal and communication skills

Proficient with Microsoft Office suite

Client Communications oriented

Basic knowledge of Salesforce

Education

Minimum Diploma

Job description

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