Do you have the business savvy and problem-solving skills necessary to thrive in a start-up environment? Are you looking to hit the ground running and have an immediate impact in a highly visible role?
As our Customer Service Executive, you will work with the team to ensure customers are satisfied with their experience with us during the before and after sales process. You and the sales team will spearhead our efforts to position Castlery as a major player in the regional design landscape.
Core Responsibilities
● Service customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back order inquiries, problem resolution, and any other issues that may arise from the order fulfillment process.
● Meet customer satisfaction, efficiency metrics, and issue resolution targets,
exceeding customer expectations, building customer loyalty and taking advantage of sales opportunities when appropriate.
● Project a professional company image through phone, chat and email interactions.
● Recognize, document and alert supervisors of trends in customer calls.
● Generating and monitoring performance reports to achieve higher customer satisfaction.
● Uphold high customer service standards.
● Perform other job-related duties and responsibilities as may be assigned to you from time to time by the Company and/or your supervisor or manager i.e. process calls or emails to service customers when call demand dictates
Requirements
● Candidate must possess at least Diploma/Advanced/Higher/Graduate Diploma in
Business Studies/Administration/Management, Marketing or equivalent.
● Fluent English with excellent communication skills, both written and verbal
● At least 2 Year(s) of working experience in the related field is required for this position.
● A successful track record working in a high-volume environment.
● Able to solve problems by thinking analytically and creatively.
● Familiar with the latest e-commerce trends.
● Regular and reliable attendance is an essential function of this position.
● High flexibility during Castlery’s busiest periods
● Ability to empathize with and prioritize customer needs
● Exude patience and ownership with each customer
● Ability to determine customer needs and provide appropriate solutions, setting expectations with customers
● Good to have experience in e-commerce/ Amazon model
● Able to work night shift and take on shift work hours
The Perks
● Random acts of team-wide fun
● Awesome coworkers
● Regular outing and annual company trip
● Oversea business and operations exposure
● An environment that values honesty, transparency and respect
● Career prospects
Essential Information
● Location: Base in Singapore
● Be open to work a flexible shift pattern to provide coverage for US market
● Have the ability to flex your schedule to meet the needs of Castlery’s customers