PRIMARY OBJECTIVE
To deliver high-level Client Care Service to all clients:
- Attending to client's after-sales requirements and achieving customer satisfaction via service excellence throughout the entire Client Care Process
- Ensuring overall readiness of the reception and managing all administrative requirements including follow up with client for collection
JOB DUTIES & RESPONSIBILITIES
Client Engagement
- Welcome and attend to client's after-sales requirements
- Assess repair requirements and advise client accordingly
- Acknowledge and address client's feedback in a warm and sincere manner
- Manage client's expectations/ demands for damages out of warranty coverage
- Provide or offer alternatives or solutions that are within brand guidelines
- Share product information and brands updates where possible
Front Desk Operations & Administration
Ensure 100% accuracy of data entry, repair record filing, invoicing and transaction
- Attending to telephone & email enquiries and advising on general information (e.g. operating hours, documentation for Service) and handover of technical enquiries to Senior Client Care Executive / CC Supervisor
- Contact clients for collection and update of repair status
- Ensure front desk cleanliness and tidiness
Workflow and Scheduling
To ensure timely and prompt follow up with client
- To ensure completed cases are scheduled for their designated collection point, including stores
Attitude & Team Spirit
Support and assistance to team mates to achieve maximum efficiency and productivity, and commitment to ongoing improvement
- Being a team player and committing to ongoing improvement
** Other requirements: Roster may apply and work on Weekend is required
