Senior Customer Service (TeamLead)

We are looking for a highly motivated and customer-oriented individual to join our team. This is a fantastic opportunity for anyone who is looking to gain practical experience in the retail field.

To excel in this role, it is crucial to maintain a calm demeanour when dealing with customers, and provide crucial support to our operations department, ensuring the smooth and efficient process of our day-to-day operations. Additionally, willingness to evolve your digital savviness with our CRM system, software and e-commerce platforms is encouraged.

Scope of Work:

Customer Service Management

• Responsible for the customer service helpdesk using Gorgias Helpdesk platform

• Provide training for customer service systems

• Ensure consistent brand service standards across all channels, including offline and online 

• Develop and/ or improve standard operating procedures for customer service processes

• Handle escalated cases from Customer Service Representatives

• Respond to customer queries and resolve complaints promptly, stepping in when necessary

• Allocate time to work at BIO retail store to stay updated on customer behaviour, preferences, and needs

Customer Experience

• Continuously enhance and optimise the brand’s Customer After Sales Service (CASS) experience

• Provide training on CASS system, processes, and customer journey for all channels, including offline and online 

• Regularly review the brand's CASS terms and conditions to keep them current with the industry

• Review ah-hoc campaign’s CASS terms and conditions to ensure alignment with the brand's service standards

• Identify and resolve any issues in customer experience processes and/ or journey

Report

• Provide accurate and comprehensive information using appropriate methods and tools

• Enhance the brand's service quality by generating quarterly reports to identify root causes and initiate performance improvement solutions

• Possess knowledge in customer service metrics, including CSTAT, FRT, RT, CE, and NPS

• Analyse the service performance of retail staff and identify areas for improvement within the CS team

Training (Retail)

• Develop training materials for sessions including decks, for special product launches, campaigns, and brand services

• Deliver onboarding and refresher courses to educate retail staff on service standards and after-sales service procedures

• Offer guidance on retail-specific service training plans and identify programs to maintain brand standards effectively

Others

• Collaborate with other departments to improve overall customer service experiences and processes

• Assist any other duties or responsibilities assigned

Leadership

• Identify efficiency and constantly improve the department’s service score

• Manage manpower and empowerment budget

• Assist the training and leadership of junior team members under the guidance of the Senior Customer Service Representative (Team Lead), focusing on current processes and SOPs to ensure their adherence and the achievement of quality standards and Service Level Agreements

• Select and hire the right talent for the team

• Set goals/ KPIs and communicate to team

• Organise workflow and ensuring that team understand their duties or delegated tasks

• Monitor teams' productivity and provide constructive feedback and coaching

• Manage team's development and provide coaching and mentoring when required

• Ensure team members are well integrated and manage any workplace conflict

Requirement:

• Preferably Diploma, Degree in hospitality or a relevant field a plus

• At least 3 years of relevant experience

• Demonstrate excellent written and verbal communication skills, with a knack for creative writing

• Demonstrate patience, compassion, and a passionate commitment to maintaining excellent service standards

• Act as the customer's advocate and go the extra mile to ensure their satisfaction

• Stay up-to-date with customer experience trends and technology to ensure the brand experience remains competitive

• Proficiency in Microsoft Office applications such as Word and Excel

• Proficiency in Google Workspaces

• Take initiative, showing resourcefulness, has a problem solving mindset and a sense of urgency to meet deadlines

• Show meticulous attention to detail, able to lead project management or follow-through on projects

• Able to work independently as well as collaboratively

• Have a can-do attitude and is a problem solver

• Passion for fashion and jewellery