Responsibilities
Manage E-Commerce Business
- Monitor sales, promotions, marketing and social media programmes and/or activities over digital platforms
- Coordinate with cross-functional teams on execution of brand, marketing and e-Commerce activities
- Coordinate appointment scheduling, order processing, delivery and returns of customer orders
- Monitor fulfilment of customers orders via store pickup or delivery service
- Implement customer retention and loyalty programmes
Department Administration and Operations Support
- Maintain cleanliness and safety of therapy areas
- Adhere to infection control procedures
- Maintain inventories and equipment for the department
- Perform administrative duties
- Participate in quality improvement initiatives
- Maintain data entry consistency & integrity in System
- Implement & train department on customer service protocol
Drive Service and Operational Excellence
- Monitor and facilitate service responses to customer's requests to ensure timely and appropriate follow-up
- Collaborate with various departments on customer's special requirements and requests
- Resolve customer's concerns and feedback to ensure customer satisfaction
- Build rapport with customer to enhance service experience
- Collate & Monitor customer satisfaction levels and feedback for service improvement
- Propose improvements to enhance operational efficiency and customer experience
- Implement innovation, improvement and sustainability plans for continuous improvement
- Conduct relevant audits in areas of job scope
Generate Data-driven commercial insights
- Perform data-mining and data analysis
- Execute activities driven by data analytics
- Track and report business outcomes & customer satisfaction of data-driven insights
- Prepare insights reports on data-mining outcomes
Requirements
- Diploma/Degree
- 2 years and above relevant working experience in customer service, e-commerce exposure will be an added advantage
- Enthusiastic team player who can work independently.
- Positive mind-set and service attitude.
- Patient and professional.
- Strong sense of urgency.
- Good spoken and written English.
- Excellent communication and interpersonal skills.
Working hours
Monday to Friday 9am to 6pm
Alternate Saturday 9am to 1pm
