Job Description

Reporting Line: Customer Success Manager
Role Overview: A Customer Success Admin is responsible for developing and maintaining customer relationships via Porcelain\'s various live chats and communication platforms. The CS Admin will also actively connect with customers to ensure they are satisfied with the services they receive, provide solutions upon areas of dissatisfaction, and escalate feedback to management whenever required. The Incumbent Is expected to embrace the Porcelain values and philosophy when communicating to all external and internal parties. Responsibilities & Duties:

• Manage all incoming and outgoing enquiries from customers via various communication platforms. (e.g., Zendesk, Freshdesk, Qontak, Privyr, WhatsApp, SMS etc.)
• Support in establishing automated standards in answering machines.
• Build rapport and establish good relationship with customers to ensure customer retention & loyalty.
• Communicate and work closely with the front desk and therapist team to ensure maximum customer satisfaction.
• Equipped with sales, customer service and skincare knowledge to educate customers on Porcelain\'s Products & Services.
• Handling and replying promptly to all customers enquire and providing the best solutions to them.
• Cultivate new leads by suggesting Porcelain\'s service and product offerings.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Weekly reporting and feedbacks on the efficiency of the customer service process.
• All other projects and administrative duties as required.

• At least 1 year of customer service-related experience preferably in beauty Industry
• Proficient in English (both written/spoken), mandarin will be a plus.
• Strong customer orientation and ability to adapt/respond in different environments.
• Digitally proficient and MS Office Application (Words, Excel & PowerPoint)
• Strong communication and interpersonal skills
• High-level of initiative and service orientation
• Ability to work independently, multi-task, prioritize and manage time effectively