Customer Relations Executive

5 days ago

Singapore Kinokuniya Book Stores of Singapore Pte Ltd Full time

Customer Service & Support
Act as the primary point of contact for customer enquiries, requests and feedback, across all platforms, ensuring prompt and professional responses.
Provide accurate information on company's products, services, promotions, and policies.
Manage service recovery efforts and ensure thorough follow-up until issues are fully resolved, while upholding high standards of service quality.
Deliver a positive customer experience that strengthens satisfaction and loyalty.
Customer Engagement & Relationship Management
Build and maintain strong, long-term relationships with customers to foster engagement and trust.
Support the planning and execution of customer-related programs, campaigns, and loyalty initiatives.
Coordinate with internal departments (e.g., Sales, Marketing, Operations) to address customer needs and ensure seamless service delivery.
Gather, analyze and report customer feedback to identify trends, service gaps and opportunities for improvement.
Operational & Administrative Support
Maintain accurate and updated customer interaction records in CRM systems.
Prepare reports on customer service performance, feedback, and satisfaction levels.
Assist in developing FAQs, service guides and customer communication materials.
Provide input on processes and policies to improve customer service quality and efficiency.
Pre-requisites
Degree/Diploma in Business, Communications or related disciplines.
2 to 3 years of work experience in customer service, client relations, or membership services preferred.
Strong interpersonal and communication skills with a customer-first mindset.
Good problem-solving abilities and able to remain calm under pressure.
Organized, meticulous, and able to manage multiple priorities effectively.
Service-oriented team player who can also work independently in a fast-paced retail environment.
Must be willing to work after-office hours, including retail hours, weekends and public holidays when required for events, membership drives or customer engagement activities.
Effectively bilingual (spoken & written).
Familiarity with CRM systems and customer engagement tools will be an advantage.
Experienced professionals are welcomed to apply.
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