Customer Experience Specialist - #1093238

Company Overview

We invite you to join our team at Sterra.sg, a homegrown brand dedicated to enhancing people's lives in their own homes. At Sterra, we firmly believe that everyone deserves a home that offers convenience, health, and comfort, enabling a high quality of life. We strive to ensure affordability, making our offerings accessible to all. We take great pride in our vision to empower 1 million homes by 2027, elevating health and convenience to optimize daily living, and our mission to provide effective and minimalistic home wellness products, making them affordable to everyone.

Position Overview

The Customer Care Specialist ensures exceptional customer support by handling inquiries, resolving issues, and maintaining satisfaction across multiple channels. This role requires strong communication, problem-solving skills, and a customer-first mindset. Experience in customer service and familiarity with CRM tools is a plus. Ideal for someone who thrives in a fast-paced, team-oriented environment.

Key Responsibilities

• Respond to customer inquiries via Gorgias across multiple channels, including WhatsApp, email, live chat, Shopee, Lazada, Facebook, Instagram, TikTok, and any future platforms the company subscribes to.
• Resolve product/order issues by following internal processes and SOPs.
• Provide basic troubleshooting for product issues and escalate as needed.
• Coordinate repairs and exchanges via FieldEx and Google Calendar.
• Schedule or reschedule installations, relocations, and deliveries through FieldEx, in collaboration with the OPs and Fulfillment Teams when required.
• Ensure all SOPs are followed and updates are executed on time.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Gain in-depth knowledge of Sterra products to assist customers and encourage sales.
• Provide feedback to the CS Lead and Managers to improve customer service processes.
• Efficiently manage online pre-sales inquiries and convert them into sales.
• Efficiently manage offline product pre-sales inquiries, directing them to the appropriate team.
• Make outbound calls to resolve customer concerns promptly.
• Process orders and send Shopify invoices via email, including handling referral bonus claims and warranty extensions.
• Coordinate and collaborate with various teams (via Slack) to ensure accurate and timely resolutions for customers.
• Escalate issues to CS Management when managerial oversight is required.
• Document all relevant details in Google Calendar, Trackers/Google Sheets, and Slack for scheduling and repair-related tasks.
• Consistently meet and exceed team SLAs and KPIs to provide a top-tier customer experience.

Requirements

• Capable of engaging with Mandarin-speaking customers
• Strong customer-focused mindset
• Excellent communication abilities
• Exceptional problem-solving skills
• High level of empathy
• Customer care experience is preferred