Customer Relations Executive

2 weeks ago

NorthEast Region, Singapore Eu Yan Sang (Singapore) Pte Ltd Full time $104,000 - $130,878 per year

Eu Yan Sang Singapore is seeking a passionate and service-oriented Customer Relations Executive to join our Customer Relations team. In this role, you will act as the first point of contact for customers across our diverse sales channels — including retail, e-commerce, wholesale, e-marketplaces, and social media platforms. You will respond to customer enquiries through multiple communication channels, delivering a consistently professional, empathetic, and efficient customer experience that upholds Eu Yan Sang Singapore's brand reputation and image.

You will also support Customer Relationship Management (CRM) administrative tasks, such as maintaining and updating member records, assisting with loyalty program adjustments, and coordinating membership-related requests. Additionally, you will function as a bridge between customers and our in-house Traditional Chinese Medicine (TCM) or product experts to help address detailed product-related enquiries. This role partners closely with internal stakeholders to ensure prompt and effective resolution of customer feedback, supporting our mission of providing trusted wellness solutions to the community.

Key Responsibilities:

  1. Handle customer enquiries across all sales channels and platforms (retail, e-commerce, wholesale, e-marketplaces, social media).
  2. Respond to customers via hotline, email, WhatsApp, and social messaging tools promptly and professionally.
  3. Answer product-related queries and liaise with in-house TCM/product experts to convey accurate information to customers.
  4. Maintain and update customer and member records, including changes of address, contact details, loyalty points adjustments, and other membership-related data.
  5. Support Customer Relations Senior Executive and Assistant Manager in executing customer experience initiatives.
  6. Work closely with internal teams (e.g., Product Quality, E-commerce, Retail Operations, Warehouse) to resolve customer queries and issues end-to-end.
  7. Manage customer feedback and complaints with empathy, patience, and professionalism, ensuring fair and satisfactory resolution.
  8. Uphold the brand reputation and image of Eu Yan Sang Singapore through consistent, courteous, and knowledgeable customer interactions.
  9. Maintain accurate records of customer interactions and escalate complex or unresolved issues when necessary.
  10. Contribute to process improvement initiatives for customer service operations and CRM administration.
  11. Perform any other ad-hoc duties as assigned by the reporting manager(s).

Qualifications, Skills and Knowledge

  • Diploma or equivalent qualification preferred.
  • 2–3 years of experience in customer service or customer relations roles, preferably in retail, consumer goods, or e-commerce environments.
  • Proficient in both written and spoken English and Mandarin to effectively communicate with a diverse customer base.
  • Strong interpersonal and communication skills with a customer-focused mindset.
  • Mature, even-tempered, and able to remain calm and professional under pressure.
  • Good organizational, problem-solving, and administrative skills with attention to detail.
  • Ability to work effectively with cross-functional teams.
  • Familiarity with Microsoft Office applications and customer service/CRM systems.
  • Able to work both independently and as part of a team in a dynamic environment.
  • Flexible and adaptable to business needs and operational changes.

We regret that only shortlisted candidates will be notified.

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