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Customer Experience Associate, Omni Channel

2 weeks ago

Singapore Lotte Travel Retail SIngapore Full time

COMPANY DESCRIPTION

Lotte Duty Free was founded in 1980 and has built its status as the duty free shop which represents Asia as it has been ranked number one in the Korean duty-free industry for more than 40 years. Now Lotte Duty Free Shop has built matchless brand power as the GLOBAL LOTTE DUTY FREE SHOP and we currently operate in various countries including Japan, Vietnam, Australia, Guam and we had just landed in Singapore in 2020. Lotte Travel Retail is now in Singapore Changi Airport operating 19 stores across 4 terminals.

DESIGNATION : [Lotte Travel Retail] Customer Experience Associate(on-site), Omni Channel

RESPONSIBILITIES
- Reports to Customer Experience Manager

[Customer Care]
- Provide excellent customer experience via all relevant communication channels.
- Handle customers’ enquiries, feedbacks and reservation
- Resolve customers’ concerns and answer customers’ questions to your best ability
- Recommend possible products to meet the customers’ needs
- Accurately record all feedbacks/compliant and provide solutions for improvements
- Maintain strong partner with Changi Customer Centre team & Fulfilment Centre

[Admin]
- Liaison between CAG and frontline staff from goods order and goods delivery
- Assist with day to day tasks and coordinate projects
- Liaise and work closely with relevant parties to obtain the necessary information
- Provide administrative support to Omni-Channel
- Communicating campaign deliverables, objectives and timelines to internal and external stakeholders
- Prepares market research to identify marketing opportunities and summarise sales data

[General]
- Any other duties which may be assigned by the immediate supervisor/manager from time to time.

QUALIFICATIONS
- Cheerful personality
- Ability to partner with multi-departments
- Problem-solving skills and meticulous attention to detail
- Good organisational skill
- Resourceful and maintains a positive attitude and focus on customer satisfaction in a fast-paced environment
- Knowledgeable in MS Office: MS Excel (ie. Pivot table, formulas) and MS Word

OTHER INFORMATION
- Annual Leave from 14 days to 18 days
- Medical Outpatient insurance coverage
- Group Hospitalization and Surgery insurance coverage
- Group Dental insurance coverage