Customer Support Specialist, Ergotune

Mma Brand Services Pte. Ltd.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company in Singapore is seeking a proactive individual to fill a dual-role position combining showroom sales support and customer service. The successful candidate will assist customers, manage transactions, and work closely with the Customer Happiness Team to ensure satisfaction and prompt resolutions. This role demands strong communication skills and the ability to resolve complex customer issues effectively.

Qualifications

• Proven experience in handling complex support cases.
• Strong written and verbal communication skills required.
• Comfortable working independently and remotely leading teams.

Responsibilities

• Greet and assist customers in the showroom.
• Manage escalated customer inquiries and resolutions.
• Coordinate with other departments to fulfill customer requests.

Skills

Communication

Customer Service

Problem Solving

Tools

Notion

Google Workspace

Job description

We are seeking a proactive and customer-focused individual to join our team in a dual-role capacity, combining showroom sales support with customer service responsibilities. This role involves greeting and assisting customers in the showroom, managing transactions, maintaining display standards, and coordinating with internal teams. Additionally, the position supports the Customer Happiness Team by handling escalated inquiries, monitoring service quality, and ensuring prompt, empathetic resolutions via our ticketing system.

YOUR ROLE

Showroom

• Greet and welcome customers into the showroom, providing a warm and professional first impression.

• Assist customers with product selection by providing knowledgeable recommendations and answering questions.

• Ensure the showroom is clean, organized, and well-stocked at all times.

• Process customer transactions, including sales, returns, and exchanges, using the point-of-sale system.

• Handle customer inquiries via phone, email, and in person in a courteous and timely manner.

• Coordinate with other departments (e.g., warehouse, delivery, sales) to fulfill customer requests.

• Maintain accurate records of customer interactions and transactions.

• Assist in organizing and executing showroom displays and promotional setups.

• Support inventory counts and stock management as needed.

Customer Support

• Support the Customer Happiness Team with escalated customer inquiries

• Monitor ticket quality, adherence to SOPs, and escalation handling.

• Manage and respond to daily customer inquiries via the ticketing system, ensuring timely, accurate, and empathetic resolutions in line with brand standards.

• Resolve customer complaints or escalate issues to management when necessary, ensuring KPIs and service standards are constantly met

• Participate in feedback loops as a voice of the customer.

YOUR PROFILE

• Proven experience handling complex support cases and resolving escalations effectively.

• Strong written and verbal communication skills.

• Comfortable working independently and leading external teams remotely.

• Proficient in documentation tools (e.g. Notion, Google Workspace).

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