Customer Relations Executive

2 weeks ago

Singapore Kinokuniya Book Stores of Singapore Pte Ltd Full time
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.
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