Responsibilities

Manage E-Commerce Business

• Monitor sales, promotions, marketing and social media programmes and/or activities over digital platforms
• Coordinate with cross-functional teams on execution of brand, marketing and e-Commerce activities
• Coordinate appointment scheduling, order processing, delivery and returns of customer orders
• Monitor fulfilment of customers' orders via store pickup or delivery service
• Implement customer retention and loyalty programmes

Department Administration and Operations Support

• Maintain cleanliness and safety of therapy areas
• Adhere to infection control procedures
• Maintain inventories and equipment for the department
• Perform administrative duties
• Participate in quality improvement initiatives
• Maintain data entry consistency & integrity in System
• Implement & train department on customer service protocol

Drive Service and Operational Excellence

• Monitor and facilitate service responses to customer's requests to ensure timely and appropriate follow-up
• Collaborate with various departments on customer's special requirements and requests
• Resolve customer's concerns and feedback to ensure customer satisfaction
• Build rapport with customer to enhance service experience
• Collate & Monitor customer satisfaction levels and feedback for service improvement
• Propose improvements to enhance operational efficiency and customer experience
• Implement innovation, improvement and sustainability plans for continuous improvement
• Conduct relevant audits in areas of job scope

Generate Data-driven commercial insights

• Perform data-mining and data analysis
• Execute activities driven by data analytics
• Track and report business outcomes & customer satisfaction of data-driven insights
• Prepare insights reports on data-mining outcomes

Requirements

• Diploma/Degree
• 2 years and above relevant working experience in customer service, e-commerce exposure will be an added advantage
• Enthusiastic team player who can work independently.
• Positive mind-set and service attitude.
• Patient and professional.
• Strong sense of urgency.
• Good spoken and written English.
• Excellent communication and interpersonal skills.

Working hours

Monday to Friday 9am to 6pm

Alternate Saturday 9am to 1pm