Customer Service Officer at IO Furniture

Key summary of the job

• Ensure excellent end to end customer relationship management over all communication channels. Emails, phone calls, chats and walk in visits

Task Complexities

• Rigorously drive sales target for the customer service team by attending to all enquiries from emails, Whatsapp, social media, showroom walk-in and referrals.
• Obtain and articulate clients’ brief and assist them in identifying the solution they require for their orders.
• Preparing all required documentation for clients’ requests from quotation to order confirmation.
• Attending to customers that visit the showroom and ensure excellent customer experience on every transaction.
• Scheduling and attending site meetings to monitor progress of ongoing clients’ projects and act as point of contact for clients on all communication during execution process.
• Handling all clients’ enquiries, queries and providing support on all clients’ orders
• Collaborate with Design and Technical department to meet Clients’ requirements/expectations on all orders.
• Ensuring that the production, delivery, and installation of clients’ orders are as agreed and within stipulated timelines.
• Accurately document all communication with the client to ensure seamless service delivery and follow through.
• Ensure that clients are provided with weekly updates on their order.
• Schedule pre-installation and post-installation meetings with the installation supervisor and project managers.
• Plan and supervise product delivery and installation, including performance of work, and obtain a signed completion certificate after a walkthrough using a detailed order checklist.
• Ensure before and after photos of clients’ orders where applicable.
• Provide timely and formal written communication throughout clients’ order execution period and disseminate all critical information to clients and the internal team.
• Maintain detailed documentation of all correspondence and clients’ requests and revision.
• Preparation of reports including sales figures, priority lists, pipeline orders and other relevant reports to the department and for the business.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience and ensure retention.
• Develop and maintain a database of new and prospective clients which is regularly updated.

Qualification and Experience

• Minimum of B.Sc in a Social Science field
• Minimum of 3 years experience in client facing customer service roles.

Key Job Attributes:
Generic:

• The ability to Multitask
• The ability to work with a team
• Ability to work independently
• Ability to be proactive and deliver results
• Integrity/Discipline
• Excellent interpersonal skills
• Attention to details
• Possess analytic and problem-solving skills
• Proficiency in the Microsoft package

Technical:

• Excellent communication skills and evidence of building strong relationships
• Able to develop strong value propositions consistent with Customer needs
• Sound knowledge of the company’s product and services

Job Knowledge:

• Customer Service - Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Sales and Marketing - Knowledge of principles and methods for showing, promoting, and selling products or services.

Core working relationships:

• Design and Technical team
• Logistics/Procurement team
• Finance team.