Customer Support Specialist, Ergotune

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

Job summary

A customer-centric company in Singapore is seeking a proactive Customer Support Specialist. This role involves greeting customers in a showroom, managing sales support, and assisting the Customer Happiness Team with escalated inquiries. The ideal candidate has strong communication skills and experience in customer service, being able to resolve complex issues effectively. This position promises a dynamic environment and opportunities for personal and team growth.

Qualifications

• Proven experience handling complex support cases and resolving escalations effectively.
• Strong written and verbal communication skills.
• Comfortable working independently and leading external teams remotely.

Responsibilities

• Greet and welcome customers into the showroom.
• Assist customers with product selection and process transactions.
• Support the Customer Happiness Team with escalated inquiries.

Skills

Customer service skills

Strong communication skills

Problem-solving ability

Tools

Documentation tools (e.g. Notion, Google Workspace)

Job description

Customer Support Specialist, Ergotune

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 escalated 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).