Customer Service Officer at Sunrose Consulting

Reporting to the Operations Manager, you will be the first point of contact for the clients. You will be responsible for managing all client communication from intake to delivery, ensuring accuracy, professionalism, and timeliness. This role requires strong organisation, attention to detail, and the ability to manage multiple client requests while maintaining the brand\'s premium service standard.

Job Responsibilities

Client Communication & Intake

• Manage all incoming client enquiries (WhatsApp, calls, walk-ins)
• Accurately capture client details and job information at intake
• Clearly communicate services, pricing, and timelines to clients
• Ensure all client expectations are properly set from the start

Job Coordination & Tracking

• Log all jobs correctly into the system/spreadsheet
• Ensure jobs are properly assigned and tracked through each stage
• Follow up internally to ensure jobs are progressing as expected
• Keep clients updated on the status of their items when necessary

Customer Experience

• Maintain a professional, warm, and consistent tone in all communication
• Ensure timely responses to all client enquiries
• Handle client concerns, complaints, or feedback calmly and effectively
• Escalate sensitive or complex issues to management when required

Delivery & Collections

• Coordinate client pickups and deliveries
• Ensure items are ready and properly checked before client collection
• Communicate clearly with clients regarding collection timelines

Organisation & Record Keeping

• Maintain accurate records of all client interactions and jobs
• Ensure before-and-after photos are properly documented
• Keep all client and job data organised and up to date

Requirements

• At least 2 years of experience in customer service or client-facing roles, preferably in luxury services or service-based businesses.
• Must be articulate and well-spoken, with the ability to communicate clearly and professionally at all times
• Excellent written and verbal communication skills
• Highly organised and detail-oriented
• Ability to multitask and manage multiple clients at once
• Calm and professional under pressure
• Comfortable using spreadsheets, WhatsApp, and basic tracking systems