Customer Relations Specialist

4 days ago

Singapore ONLY (SINGAPORE) PTE. LTD. Full time

**CUSTOMER MANAGEMENT**
Increase customer retention rates of existing customers via relationship building.
Analyze customer feedback and develop new techniques to ensure customer retention.
- Create a positive customer experience environment and provide recommendations on changes required.
- Building and maintaining profitable relationships with key customers.
- Overseeing the relationship of all customers under ONLY Group and its subsidiaries/affiliates.
- Respond to customer queries and address service complaints in a timely manner for social media platforms and offline.
Be responsible for resolving and managing all customers queries and complaints from start to finish.
- Negotiating with customers to renew contracts, cross sell and retain business.
- Manage and resolve customer issues, delighting and retaining the client relationship.
- Expanding the customer base by upselling and cross-selling to all existing and new potential customers.
- Provide excellent customer services and ensure customer satisfaction.
- Explain to customers about new products and benefits.
- Make sales calls to existing and new customers for business growth.
- Retain existing customers by providing experiences that delight customers.
- Manage customer loyalty program platform and enhance program.
- Understanding key customer individual needs and addressing these in a timely manner.
- Utilize CRM programs to produce reports on customer spending and customer visits for business growth planning.
- Identify opportunities to grow the customer base and build positive relationships with new clients by proposing plans for expansion of customer market share.

**CUSTOMER EXPERIENCE MANAGEMENT**
- Develop, manage, curate and execute events for customers to increase engagement in existing outlets and at external venues.
- Develop, plan and manage product presentations and demonstrations to customers.
- Identify and send top clients to relevant exceptional experiences, matching clients' interests and develop their loyalty to the brand
- Be knowledgeable and aware of the market trends and competitors, analyzing and recommending areas for business development and improvement
- Work on improving client segmentation, profiling and targeting for any action in order to recruit new high potential clients
- Cost control and budgets for all customers’ events and/or activities, monitor results & profitability of all actions
- Work with external partners to enhance physical outlet operations and create an experiential experience for customers.
Source and create partnerships with external partners for experiential plans and activities to enhance customers’ experience with the brand.
- Planning gifting strategy to further endorse customers’ experience, create a master gift plan and manage quality and quantity of all gifting proposals.
- Work with the Marketing team to implement sales promotion activities.
- Provide administrative and project support for a variety of marketing programs.
- Perform other duties as assigned.

**Required Skills/Abilities**:

- Excellent interpersonal skills with good negotiation tactics.
- Well verse in social ethics and high conscientiousness
- Proactive and independent with the ability to take initiative.
- Excellent time management skills with a proven ability to meet deadlines.
- Maintain a positive attitude focused on customer satisfaction.
- Proficient with Microsoft Office Suite or related software.

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