We are seeking a dedicated and customer-oriented Customer Service Trainer to join our team. The ideal candidate will be responsible for improving customer service experience at the centre level by training the team & ensuring excellent customer satisfaction by addressing escalated inquiries, complaints, resolving issues, and providing exceptional support across various communication channels. This role requires strong communication skills, a problem-solving attitude, and a passion for helping customers.

• Train the team, monitor their customer interactions, and provide feedback on where they can improve.
• Ensure overall customer satisfaction is increased
• Develop and maintain training materials and modules, ensuring content is current, relevant, and engaging.
• Develop service procedures, policies and standards
• Provide outstanding customer service through phone, whatsapp, meetup, supports email, live chat and social media channels
• Address customer inquiries, complaints, and feedback promptly and professionally, ensuring customer satisfaction
• Resolve product or service issues by understanding the customer’s concerns, identifying the cause of the problem, and propose the best solution
• Maintain a thorough knowledge of all products and services offered to provide accurate information and recommendations to customers
• Process customer transactions, including purchases, returns, and exchanges, efficiently and accurately where necessarily
• Follow up with customers to ensure their issues are resolved and their needs are met
• Collaborate and support team members to ensure a seamless and enjoyable customer experience
• Keep accurate records of customer interactions, transactions, comments, and complaints & follow up
• Identify and implement opportunities to improve customer service processes and suggest enhancements
• Stay updated on industry trends and best practices to continuously improve customer service delivery

Requirements:

• Proven working experience as a Customer Service or Retail role
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English & Mandarin
• Proven record in coaching & training a team on customer service
• Strong client-facing and communication skills, both verbal and written
• Strong problem-solving abilities and a customer-focused mindset
• Ability to handle challenging situations with professionalism and patience
• Strong organizational skills and attention to detail
• Ability to multitask and manage time effectively in a fast-paced environment
• A positive attitude and a team player mentality

Other Information:

• 5 days’ work week, Mon to Fri, 9.00am to 6.00pm
• Office directly connected to Paya Lebar MRT (Paya Lebar Square Office Tower)