Customer Service Staff - #1109197

Role Objective:

Ensure a high level of Customer Experience. The incumbent will be the first point of contact for all clients who steps into LEC (LIXIL Experience Center), He/She will be responsible to maintain a high level of Customer Experience to welcome the clients, sharing Lixil’s Brand introduction, promoting our services, acquiring more sign-ups registrations and to ensure the client's visit will be tailored to his/her needs. The CSE will also be managing all services enquiry through phone calls & emails and to ensure our clients are responded timely with high level of satisfaction. The CSE will also be responsible to manage the upkeep and organization of our showroom reception area. 

Key Responsibilities:

Customer Service

• Responsible for delivering  high level of Customer Experience in a Showroom setting

• Excellent presentation and oratory skills

• Providing exceptional customer service and managing the clients journey

• Handle customer inquiries, complaints professionally to ensure customer satisfaction according to Lixil Brand Standard

• Excellent persuasive and marketing skills

Store Operations

• Actively organizing and managing the showroom  reception area

• Ensure all clients F2F, Phone enquiry, emails are handled professionally and timely

• Ensure that store opening and closing process are executed according to SOP

• Working with other departments or staff to ensure customer satisfaction

• Monitoring processes and procedures to adhere to company standards and policies

Reporting & Analysis

• Assist in preparing weekly / monthly Sales and Traffic data.

• Assist in executing promotional campaigns and marketing initiatives

• Accomplish other reporting tasks or KPI’s as assigned by the Manager

Job Specifications:

• High school diploma or equivalent of a related field. Nitec/Higher Nitec

• Minimum of 2 years of experience in a customer facing role

• Experience in retail stores, department stores or hotels is preferred

• Strong customer engagement with the ability to address the clients professionally

• Excellent interpersonal and communication skills

• Ability to work in a fast-paced environment and handle multiple responsibilities effectively

• Strong problem-solving skills and the ability to ensure customer satisfaction

• Proficiency in SAP, Microsoft Office and POS system is a plus

• Willing to work in shifts (latest shift ends at 8pm, 9-hour shift including 1 hour break) & willing to work at weekends (40 hours/week)

Attributes:

• Customer-focused with a passion for service  excellence

• Strong organizational and multitasking skills

• Adaptability and ability to thrive in a fast-paced environment

• Effective communication and conflict resolution skills

• High level of integrity and accountability