Client Communications Associate (6 months Contract)

Client Communications Management

• Set SOP for Client Communications (e.g.: service recovery, guidelines for handling customers from different feedback channels, SLA to customer feedback, preparation of FAQ, etc.)

• Reply all customer enquiries and feedback within stipulated timelines via various channels (e.g.: calls, email, live chat, social media, etc.)

• Assist customers with regards to the status of their orders

• Assist customers or operations team to source / locate products

• Use of initiative to identify and follow up sales opportunity with customers

• Maximize cross sales opportunities in all correspondence by suggesting related products to original inquiries

• Work closely with the Order Fulfillment Team, Inventory, IT and Sales & Operations Team on a daily basis

• Prepare Client Communications reports

• Master and well-trained in handling all customer feedback

• Understand and provide support for exchange and returns

• Constantly look out for ways to improve work processes and Client Communication levels

• Constantly drive improvement in processes and Client Communication levels to deliver KPIs

• Stay in trend and knowledgeable for new Client Communication tools (e.g.: chat line) or information

• Require to work in shifts and on weekends and public holidays

• Any other tasks as and when assigned by the Management

Administrative Duties

• Assist ECommerce team in administrative duties

• Prepare weekly/monthly reports on live chat performance, number of compliments, complaints, feedbacks and enquires accordingly to the sources

• Management of the membership and customer feedback database, i.e. data entry of membership details and feedback forms

• Other ad-hoc administrative duties

Job Requirements:

• Minimum Diploma, preferably with at least 1 year of experience in Service Industry

• Good interpersonal and communication skills

• Proficient with Microsoft Office suite and Email

• Knowledge of Salesforce is an advantage

• Client Communications oriented and committed to handling customer grievance

• Applicants with experience with global returns and exchange procedures will be highly considered

• Fun, vibrant & outgoing personality with great personal style

• Keen sense of fashion and a passion for the fashion industry