Customer Care Officer

The SWATCH Group; Singapore; On-site; SGD 30,000 - 50,000; Full time

Job summary

A renowned watch manufacturer in Singapore is seeking a Customer Care support professional to assist the customer care team in managing inquiries about watch repairs and accessories. The role requires strong problem-solving skills and customer service experience to ensure smooth operations at service counters and to uphold the company’s service standards.

Qualifications

• Experience in customer service roles.
• Strong problem-solving skills.
• Ability to handle difficult situations.

Responsibilities

• Support customer care team in handling inquiries.
• Ensure effective operations at front line counters.
• Follow up on outstanding issues.

Job description

Job description

Reporting to the Senior Customer Service Executive, you will support the customer care team to provide professional and efficient service in handling enquiries on watch repairs/services and accessories from both walk-in and call-in customers.

In this role, you will:

1. Customer Care Support
   • Ensure smooth and effective operations of the front line counters at all times and the image and customer’s confidence of the Company and brands are maintained.
   • Ensure that the Company’s policies and procedures are complied with and etc.
   • Provide timely intervention for difficult situations.
   • Manage issue/problems on product and service quality.
   • Follow-up on open/outstanding issues with appropriate problem solving solutions with the timeframe.
   • Stand in/relief at the service counters and provide all necessary administrative duties when the need arises.
   • Identify areas for staff improvement and development.
   • Hold regular briefing/communication with staff on performance, problems encountered for better solutions.
   • To constantly upgrade oneself with the latest product knowledge, information on Company’s direction and system for better communication with the public as well as staff training.
   • Monitor waiting time in service center.
2. Operating System Management
   • Understand the operating system and able to coach team members on new processes.
   • Handle simple minor hiccups when necessary.
   • Take initiative to contact the IT Dept for immediate assistance when the need arises.
3. Others
   • Ensure proper documentation and filing according to system.
   • Assist in any other relevant tasks as and when required.