(Customer Conversion & Optimization) Customer Service Executive - Toa Payoh
About the Company:
At the heart of the True Social Group is the belief that better living begins with the simple things. Through a mix of inspiration and innovation, we are reshaping hydration and the essentials that help create a more fulfilling life for all.
As we make our international debut, we are looking a team member to join us in expanding our hydration brand footprint in the Asia Pacific region.
Designation: Customer Service Executive (Customer Retention, Conversion & Optimization)
Job Purpose:
The Customer Service Executive will be responsible for managing customer conversion, retention and optimizing online sales channels. This role focuses on creating and executing plans to boost online sales and elevate customer satisfaction. The ideal candidate will have a strong background in telemarketing, eCommerce and data analysis.
Job Duties:
- Implement customer retention and conversion strategies to maximize sales and enhance customer loyalty.
- Engage with customers to identify opportunities for upselling and cross-selling and follow up with leads to close sales.
- Conduct sales calls to prospective customers from provided leads lists.
- Present and explain product & services to potential clients.
- Build and maintain strong relationships with customers to understand their needs and preferences.
- Sharing basic product information and services, answer basic inquiries, and gather contact information
- Maintain accurate call records and update customer databases.
- Keep accurate records of interactions in the CRM system.
- Collaborate with the sales team to develop effective sales strategies and improve processes.
- Support and co-ordinate with cross-functional teams on the execution of brand, marketing and all e-Commerce activities.
- Manage operations to ensure service excellence, establish service quality, and customer satisfaction (pre-sale and after sale).
- Ensure the online store is ready for promotions and aligned with marketing campaigns.
- Perform inventory checks to ensure product availability and timely restocking.
- Handle customer order processing and delivery to ensure smooth transactions and timely fulfilment.
- Report online store performance and provide weekly projections and insights.
- Monitor and analyze sales metrics, customer behavior, and market trends to identify areas for improvement and growth.
- Any other ad-hoc duties as and when required.
Skills/Qualifications:
- Minimum relevant Degree/Diploma in Marketing/Business or relevant fields.
- Preferably with minimum 2 – 3 years working experience in B2C, customer service industry, familiar with cold-calling, telemarketing.
- Understanding of technical knowledge on eCommerce features and functionalities.
- Strong analytical, interpersonal and communication skills with a positive attitude and take ownership in the roles and projects.
- Strong communication skills, customer service skills and the ability to prioritize while handling multiple tasks is essential.
- Proficient in MS Office.