*This position is strictly only open to Singapore Citizens or PR’s
We’re a young, vibrant and fast-growing e-commerce startup that specializes in direct-to-consumer lifestyle products. We currently own two brands, one of which is Waistlab (https://waistlab.co/).
As we’re quickly expanding and launching a third brand soon, we’re on the hunt for someone who is passionate about giving customers the best experience. You know the difference between ‘customer service’ and ‘customer success’; you understand how crucial the latter is to a business. You’re a warm, welcoming and super friendly individual who is raring to be a brand advocate and a voice for your customers!
Working closely with our senior customer success executive, you will have the exciting opportunity to manage the overall end to end customer experience across our three brands. You’ll build incredibly fulfilling relationships with our customers and support them in their various journeys.
Junior Customer Success Executive (Fresh Grads Welcome!)
WHAT YOU’LL DO
Actively engage and interact with our customers online (Instagram, Facebook, Whatsapp) and offline during appointments at our showroom
Manage all customers’ queries on all platforms promptly (Instagram DMs and comments, Facebook Messenger, emails, Whatsapp messages). This includes managing any exchanges, refunds or issues with deliveries
Conduct follow-ups with customers post-purchase and maintain strong relationships with them; encourage upsells and cross-sells to drive incremental sales and achieve business goals
Schedule orders for delivery by liaising with shipping vendor and ensure that customers’ details are accurately documented
Manage the inventory by conducting regular stock checking, stock replenishing, and quality checks of the stocks
You will also be assigned ad-hoc duties from time to time.
TRAINING PERIOD
We understand that working in a brand new environment may be daunting. To help you adapt and make a smooth transition, there is a two-month training period designed for you!
During this training period, you will have the opportunity to develop and oversee your own unique business project which will be implemented in the company!
WHY YOU SHOULD JOIN
Be the bridge between the company and customers: Continuously brainstorm new ways of satisfying your customers in new and exciting ways!
Make a real and positive change to people’s lives: Be the catalyst in helping to transform the lives of your customers
Leadership development: Nothing excites us more than someone with ideas on how to improve the business, no matter how crazy it is! You will also gain full autonomy to run your projects
SPONSORED TRAINING conducted by professionals to support your development in our startup: Be enrolled in Startup Talent Factory in May 2020
JOB REQUIREMENTS
We most definitely welcome fresh polytechnic graduates! You should be a local polytechnic graduate from 2015 onwards, preferably with a diploma in Customer Service Management or similar field. However, you’re still welcome to apply even if you studied in a different field.
Strong work experience in customer service or similar field. You should be able to demonstrate how you respond to customer queries, seek feedback from customers, and conduct follow-ups with them
A keen interest in identifying customer contact points and brainstorming ways to enhance the customer journey
Working knowledge of Microsoft Excel and Google Sheets
Comfortable with speaking to customers directly on social media
Excellent organization and project management skills as you will be managing customers across three brands
Working knowledge of either Adobe Photoshop or Adobe Illustrator is a plus, but not a must
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Junior Customer Success Executive - Profession:
Customer Service / Communications - Industry:
Retail / eCommerce - Location:
Woodlands