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Customer Relations Executive

2 weeks ago

Central Region, Singapore Kinokuniya Book Stores of Singapore Pte Ltd Full time $40,000 - $80,000 per year

The Job

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.