Customer Service and Admin Assistant

Awfully Chocolate Pte Ltd; Singapore; On-site; SGD 26,784 - 37,944; Full time

Job summary

Awfully Chocolate Pte Ltd is seeking a Customer Service and Admin Assistant to manage and respond to customer enquiries online and offline, and to support the accurate processing and fulfilment of online orders. You will closely coordinate with retail, production, warehouse, delivery and finance teams to ensure a smooth customer experience, handle orders, payments, delivery options and order changes.

The role supports high-volume periods during festive seasons and promotions and requires

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.

Job description

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.