We are seeking a dedicated and customer-oriented Customer Service Trainer to join our team. The ideal candidate will be responsible for improving customer service experience at the centre level by training the team & ensuring excellent customer satisfaction by addressing escalated inquiries, complaints, resolving issues, and providing exceptional support across various communication channels. This role requires strong communication skills, a problem-solving attitude, and a passion for helping customers.
Train the team, monitor their customer interactions, and provide feedback on where they can improve.
Ensure overall customer satisfaction is increased
Develop and maintain training materials and modules, ensuring content is current, relevant, and engaging.
Develop service procedures, policies and standards
Provide outstanding customer service through phone, whatsapp, meetup, supports email, live chat and social media channels
Address customer inquiries, complaints, and feedback promptly and professionally, ensuring customer satisfaction
Resolve product or service issues by understanding the customers concerns, identifying the cause of the problem, and propose the best solution
Maintain a thorough knowledge of all products and services offered to provide accurate information and recommendations to customers
Process customer transactions, including purchases, returns, and exchanges, efficiently and accurately where necessarily
Follow up with customers to ensure their issues are resolved and their needs are met
Collaborate and support team members to ensure a seamless and enjoyable customer experience
Keep accurate records of customer interactions, transactions, comments, and complaints & follow up
Identify and implement opportunities to improve customer service processes and suggest enhancements
Stay updated on industry trends and best practices to continuously improve customer service delivery
Requirements:
Proven working experience as a Customer Service or Retail role
Experience in providing customer service support
Excellent knowledge of management methods and techniques
Proficiency in English & Mandarin
Proven record in coaching & training a team on customer service
Strong client-facing and communication skills, both verbal and written
Strong problem-solving abilities and a customer-focused mindset
Ability to handle challenging situations with professionalism and patience
Strong organizational skills and attention to detail
Ability to multitask and manage time effectively in a fast-paced environment
A positive attitude and a team player mentality
Other Information:
5 days work week, Mon to Fri,
- 00am to 6.00pm
Office directly connected to Paya Lebar MRT (Paya Lebar Square Office Tower)
