Call Center cum Customer Services Representative - Geylang

Job Description:

We are seeking a proactive and customer-focused individual to join our team as a Call Centre cum Customer Service Representative. You will play a vital role in ensuring a smooth and pleasant experience for all customers through prompt communication, accurate bookings, and professional support to our shops.

Key Responsibilities:

• Handle all incoming calls and manage the I-Slash booking system promptly and accurately. Ensure zero pending calls and unanswered enquiries daily.
• Attend to customers’ needs with patience and professionalism. Provide accurate and updated information on monthly promotions to maximize reservations and secure bookings for both new and existing customers.
• Ensure the accuracy of all bookings, including treatment reservations, consultations, cancellations, and rescheduling.
• Identify customer needs effectively, clarify information, and communicate updates on services and promotions accurately.
• Follow up on customer complaints and feedback in a timely manner, ensuring issues are addressed and resolved professionally.
• Support shop teams in achieving monthly sales targets through effective customer engagement and booking strategies.
• Perform daily administrative and operational duties, including responding to emails, SMS, online enquiries, and other assigned tasks.
• Assist in training and educating new staff on standard operating procedures, customer service standards, and booking systems to ensure smooth onboarding and consistent service quality.
• Carry out any other duties as assigned to support business operations.

Requirements:

• Minimum GCE ‘O’ Level or equivalent; Diploma in customer service or related field is an advantage.
• At least 1–2 years of experience in a call centre or customer service role, preferably in the beauty, wellness, or retail industry.
• Excellent communication skills in English and Mandarin (In order to liaise with Mandarin-speaking clients regarding Mandarin-related queries).
• Strong customer service orientation with the ability to remain calm and professional under pressure.
• Good knowledge of booking or CRM systems; familiarity with I-Slash system is a plus.
• Organized, detail-oriented, and able to multitask efficiently in a fast-paced environment.
• Positive attitude, team player, and willingness to learn.
• Able to work on weekends and public holidays if required.