Customer Service Officer

CHARLES & KEITH GROUP| Date Posted: 29-Apr-2021
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Job Nature:
Position Level:
Entry Level, Experienced

Job Description

Job Responsibilities:

Customer Service Management

  • Set SOP for Customer Service (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 customer service 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 customer service levels
  • Constantly drive improvement in processes and customer service levels to deliver KPIs
  • Stay in trend and knowledgeable for new customer service 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 E-Commerce 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


  • Minimum Diploma, preferably with at least 1 year of experience in Service IndustryMinimum 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
  • Customer Service oriented and committed to handling customer grievance
  • Proficiency in both written and spoken English, and at least one other language
  • Applicants with experience with global returns and exchange procedures will be highly considered
  • Strong interest in fashion styling
  • Fun, vibrant & outgoing personality with great personal style
  • Keen sense of fashion and a passion for the fashion industry
  • Able to work shift hours, weekends, and public holidays***
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