Customer Satisfaction Officer

Founded in 1968, Quan Shui Wet Market is a 3rd generation brick-and-click business that is on a mission to preserve wet market heritage and revolutionise the massive fresh food industry with consistent high quality products and services.

Powered by the amalgamation of old-is-gold traditional wet marketing and digitalisation, our aim is to provide accessible high quality fresh food to all households in Singapore

In just three years, Quan Shui Wet Market has become one of the largest and fastest growing online fresh food grocer in Singapore, feeding more than 500 households daily.

Join us and be part of the founding team of Singapore’s fastest growing fresh food grocer
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We are seeking a dedicated and customer-oriented individual to join our grocery business as a **Customer Satisfaction Executive **. As a Customer Satisfaction Executive, you will play a crucial role in providing exceptional customer service and ensuring a positive shopping experience for our valued customers.

Your primary responsibilities will include handling customer enquiries, assisting with sales-related queries, managing order adjustments, and delivering personalized support to meet customer needs. Your role will be instrumental in maintaining the **human touch **and **building strong customer relationships **in our growing e-commerce presence.

The role requires:
(1) a customer facing disposition (eg patience, being ok having casual conversations to build relationships)

(2) ability to work under pressure (eg occasional delivery issues that needs to be addressed asap)

(3) problem solving (eg customers complaining that something's not received in good condition; checking against our SOPs, delivery proofs to determine if it was indeed our fault before proposing a resolution)

(4) commitment (as we deliver daily, even on PH, except for Mondays, so need customer service support on an almost daily basis)

Key Responsibilities:
**1. Customer Communication and Support**
- Assist customers with sales-related queries, providing product information, pricing details, and delivery schedules.
- Offer personalized assistance to customers in amending orders based on their requests, ensuring accurate and timely fulfillment.
- Provide updates to customers regarding out-of-stock situations, suggest alternatives, and process refunds as necessary.
- Address general sales inquiries, including estimated delivery times and order-related concerns.
- Assist customers in placing orders through the phone, serving as a sales function when required.

**2. Order Tracking and Delivery Management**
- Respond to customer queries about order status, tracking links, and estimated delivery times.
- Liaise with logistics teams to obtain real-time information on delivery routes and potential delays.
- Proactively communicate any delivery-related issues or delays to customers, managing their expectations and providing alternative solutions when required.
- Resolve delivery address discrepancies (e.g. missing unit numbers) through effective coordination with customers.

**3. Payment Processing and Verification**
- Assist customers with payment-related matters, including verifying receipt of non-credit card payments (e.g., paynow transfers, CDC vouchers) through customers' provided screenshots and processing refunds

**4. Post-Delivery Support and Issue Resolution**
- Follow up with customers after delivery to ensure their satisfaction
- Handle customer complaints and issues promptly (e.g. missing items or quality concerns)
- Providing appropriate solutions and escalating complex problems to the relevant teams when necessary.
- Proactively request and obtain product and website reviews to enhance customer confidence
- Encourage customers to share feedback and reviews, fostering a culture of continuous improvement and exceptional service.
- Collect feedback from customers to identify areas for process improvement and enhance customers' satisfaction.

For context, we receive orders till 10 pm every night, pack them the next morning, then send them out between 12-7 pm.

Here are the duties in details, based on timings.

(A) 2000 - 2215: Text delivery reminders to tomorrow's customers

(B) 1030 - 1130: Managing refund requests, text customers OOS updates, last minute delivery requests from customers to drivers (eg do not ring doorbell)

(C) 1200 - 1700: Monitor if drivers are en route and are punctual. Timely support to the team (eg driver can't enter condos, and we text customers on behalf of driver to allow access) When needed, 'fire fighting' (eg deliver order 52126 received order 52129 instead, ie 2 customers with wrong parcels. Need to calm customer down, liaise coordination with driver to solve issue, provide suitable resolution to driver)

(D) 1700 - 1900: Sending today's customers a post delivery check in

At all timings, assist with general enquiries, which we do have a customer service manual that's pretty comprehensive for your reference

The above will be re