Client Care Officer

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