Customer Service & Admin Assistant

AWFULLY CHOCOLATE CENTRAL KITCHEN PTE. LTD.; Singapore; On-site; SGD 28,000 - 45,000; Full time

Job summary

AWFULLY CHOCOLATE CENTRAL KITCHEN PTE. LTD. is seeking a Customer Service and Admin Assistant to manage customer inquiries online and offline, supporting accurate processing and fulfillment of online orders.

You will coordinate with retail, production, warehouse, delivery, and finance teams to ensure a smooth customer experience. Key tasks include handling inquiries via email, phone, live chat, WhatsApp, and social media; assisting customers with product information, pricing, promotions, and

Qualifications

• Strong verbal and written communication skills.
• Ability to handle multiple inquiries with accuracy and courtesy.
• Proficient in coordinating with cross-functional teams.

Responsibilities

• Respond to customer inquiries via email, phone, live chat, WhatsApp, and social media.
• Assist customers with product information, pricing, promotions, availability, and orders.
• Process and verify online and offline orders, including payments, delivery details, and promotions.
• Monitor order status from confirmation to delivery or collection.
• Coordinate with production, packing, retail, warehouse, and delivery partners.
• Update customers on order status and handle changes, refunds, or cancellations per policy.
• Record customer communications, transactions, refunds, and complaints accurately.
• Support high-volume order periods during festive seasons and campaigns.

Skills

Customer service

Communication

Administrative support

Order processing

Problem solving

Tools

Live chat software

WhatsApp

Social media platforms

Job description

Job Overview

As a Customer Service and Admin Assistant, you are to manage and attend to customer enquiries both online and offline, support the accurate processing and fulfilment of online orders. You are to closely coordinate with retail, production, warehouse, delivery, and finance teams to ensure a smooth customer experience.

Key Responsibilities

• Respond promptly to customer enquiries through email, telephone, website live chat, WhatsApp, and social media.
• Assist customers with product information, pricing, promotions, availability, delivery options, and order placement.
• Process and verify online and offline orders, payments, delivery details, special requests, and promotional codes.
• Monitor orders from confirmation through preparation, dispatch, delivery, or collection.
• Coordinate with production, packing, retail outlets, warehouse, and delivery partners.
• Update customers regarding order status.
• Handle order amendments, cancellations, refunds, exchanges, failed payments, and delivery issues according to company’s policies & procedures.
• Enthusiastically assist in resolving customers' concerns on products, delivery related issues, order placing online and all other customer enquiries. Escalate complex issues to your supervisor when the need arises.
• Maintain accurate records of customer communications, transactions, refunds, and complaints.
• Update product listings, availability, pricing, and promotional information when assigned.
• Support high-volume order periods during festive seasons and promotional campaigns.
• Handle high volume of calls especially during festive period
• Perform other customer service and administrative duties assigned by management.