Deskripsi Pekerjaan
Are you a practical, reliable, and empathetic professional passionate about delivering exceptional customer service? KrisShop Pte. Ltd., Singapore's premier e-commerce lifestyle destination, is seeking a dedicated Customer Experience Executive to join our dynamic team on a 3-year contract. Based in the vibrant East Region, you will be the heartbeat of our customer service operations, ensuring every shopper enjoys a seamless, personalized, and delightful experience from browsing to unboxing.
In this role, you will be the primary point of contact for customers across phone, email, live chat, and social media. You will meticulously manage orders, track shipments, coordinate with logistics partners for timely deliveries, and handle returns or exchanges with a hassle-free process. Your ability to build long-term trust will be crucial in transforming casual shoppers into loyal KrisShop advocates. We pride ourselves on a culture of empathy and efficiency, and we are looking for someone who shares our commitment to going the extra mile.
You will play a vital role in capturing customer feedback and working with our merchandising and marketing teams to continuously refine our product offerings. This role offers a fantastic opportunity to develop your career within a leading airline-backed retail brand. You will gain invaluable experience in e-commerce, logistics coordination, and cross-functional collaboration. If you thrive in a fast-paced environment and enjoy solving problems while putting smiles on customers' faces, this is the perfect role for you.
We offer a collaborative and supportive working environment where your contributions are recognized and valued. As a part of the KrisShop family, you will have access to exclusive staff benefits, training opportunities, and the chance to grow within the organization. Don't miss this chance to advance your career with a trusted brand that is redefining the future of shopping. Apply today!
Tanggung Jawab
- Serve as the primary point of contact for customers across phone, email, live chat, and social media channels, delivering exceptional service with empathy and professionalism.
- Manage the full lifecycle of customer orders, including processing purchases, tracking shipments, coordinating deliveries with logistics partners, and handling returns or exchanges seamlessly.
- Maintain accurate and up-to-date customer records and interactions within the CRM system to ensure a personalized and informed service experience.
- Resolve customer complaints and inquiries efficiently, escalating complex issues to relevant departments while ensuring timely follow-through and closure.
- Collaborate with internal teams (merchandising, marketing, logistics) to relay customer feedback and contribute to process improvements that enhance the overall customer journey.
- Proactively identify opportunities to upsell or cross-sell products based on customer needs and preferences, contributing to revenue growth while enhancing customer satisfaction.
- Meet and exceed key performance indicators (KPIs) such as customer satisfaction scores (CSAT), first response time (FRT), and resolution time, ensuring adherence to service level agreements (SLAs).
Kualifikasi
- Diploma or Bachelor's Degree in any related field (Business, Communications, or Hospitality is a plus).
- Minimum 1 to 2 years of experience in a customer service, call centre, or client-facing role; fresh graduates with strong internship experience are welcome to apply.
- Exceptional verbal and written communication skills in English; proficiency in Mandarin, Malay, or other regional languages is highly advantageous for supporting our diverse customer base.
- Demonstrated problem-solving abilities with a calm, patient, and resilient attitude when handling challenging situations or irate customers.
- Tech-savvy with solid experience using CRM software (e.g., Salesforce, Zendesk), Microsoft Office Suite (Excel, Word, Outlook), and familiarity with e-commerce platforms (e.g., Shopify, Magento).
- Strong time management and organizational skills, with the ability to multitask and prioritize effectively in a fast-paced, dynamic environment.
- A genuine passion for helping others and delivering outstanding customer experiences, coupled with a high level of empathy and emotional intelligence.
- Ability to work a rotating shift schedule if required, including weekends and public holidays, to support our 24/7 operations.