Customer Enquiries Specialist, Consumer Moving

6 days ago

Singapore Alchemy Global Talent Solutions Full time

We are seeking a Customer Enquiries Specialist, Consumer Moving to join our clients well established Consumer Moving and Relocation services team.

This opportunity will serve as the senior support to the Consumer Enquiries team across APAC.

**Main focus of the role**:

- Handling inbound customer enquires relating to consumer household goods moves
- Acting as a Senior in the team to help the day-to-day running of the Consumer Moving Customer Enquiries and Pre-Sales services department

**Main duties & responsibilities**:

- Providing supervisory and mentorship support to the Customer Moving team, answering questions and helping to resolve any issues
- Evaluating customer sales enquiries; to assess the scope of their move request for international and domestic household goods moves
- Scheduling pre-move surveys and inspections for pricing
- Leading training and onboarding sessions with new starters
- Scheduling regular team training and refresher sessions as required to ensure service quality is maintained
- Delivering quotations to customers, ensuring client satisfaction
- Upselling and cross-selling additional services to meet customer household goods moves needs
- Managing the consumer sales lifecycle through to completion, maintaining positive customer relationships
- Working to meet and exceed monthly sales goals and supporting the Manager in rolling out sales strategies and plans across the team
- Work through the lead management sales process, including both budgeting and pricing
- Develop relationships with potential new customers and convert these into new business
- Regularly follow up with prospects on all sales leads
- Liaising with internal household goods and relocation teams, including surveyors and move coordinators to ensure all customer moves run smoothly
- Help to handle issues that arise in the absence of the Team Manager
- Ensuring consultants are hitting targets and reporting is kept up-to-date and advising on any improvements/target areas
- Work proactively to ensure that any mistakes made by the team are not repeated and there is continued training and learning
- Ensure that the team is fully compliant throughout the household goods moving process and that all business procedures are correctly followed and adhered to
- Maintaining the sales diary as required

**Key skills & experience**:

- Experience within the Moving, Relocation or related sector is preferred
- A natural sales enquiries and customer service professional, ideally with B2C experience
- An outgoing and personable character with excellent relationship building skills
- An excellent communicator (both written and verbal) with fluency in English
- Previous supervisory, leadership and/or mentoring experience is required
- A great multi-tasker
- Strong IT skills using MS office
- Strong attention to detail

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