Customer Service Officer

Job description

Reporting to the Senior Customer Care Executive, you will be part of the customer care team and provide professional & efficient service in handling enquiries on watch repairs/services and accessories from both walk-in and call-in customers.

In this role, you will:

Provide Excellent Customer Care Support by:

Ensuring smooth and effective operations of the front-line counters at all times and the image & customer’s confidence of the Company and brands are maintained.
Compliance of Company’s policies and procedures etc.
Providing timely intervention for difficult situation.
Managing issue/problems on product and service quality.
Follow-up on open/outstanding issues with appropriate problem-solving solutions with the timeframe.

Stand in/relief at the service counters and provide all necessary administrative duties when the need arises.

Identity areas for staff improvement and development.

Hold regular briefing/communication with staff on performance, problems encountered for better solutions.

To constantly upgrade oneself with the latest product knowledge, information on Company’s direction and system for better communication with the public as well as staff training.

Monitor waiting time in service centre.

Operating System Management

Understand the operating system and able to coach team members on new processes.

Handle simple minor hiccups when necessary.

Take initiative to contact the IT Dept for immediate assistance when the need arises.

Others

Ensure proper documentation and filing according to system.

Assist in any other relevant tasks as & when required.