Job Description

Reporting Line: Customer Success Manager / Marketing Team

Role Overview:

This hybrid role involves ensuring customer satisfaction and retention while actively generating leads to support business growth. The Incumbent Is expected to embrace the Porcelain values and philosophy when communicating to all external and internal parties.

Responsibilities & Duties:

Customer Success

• 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.

Lead Generation

• Develop and execute lead generation strategies to drive customer acquisition and revenue growth in the B2C market segment.
• Research and identify potential leads and prospects through various channels including online research, social media, and industry events.
• Create compelling content and messaging tailored to specific B2C audience segments to attract and engage potential leads.
• Qualify leads based on predefined criteria and prioritize them for follow-up by the sales team.
• Collaborate with marketing and sales teams to align lead generation efforts with overall business objectives and sales targets.
• Utilize CRM software and other tools to track lead activity, progress, and outcomes.

Job Requirements:

• 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.
• Proficiency in CRM software, Microsoft Office Suite, and other relevant tools.
• Strong communication and interpersonal skills
• High-level of initiative and service orientation
• Ability to work independently, multi-task, prioritize and manage time effectively

About Porcelain:

Porcelain is a cult-premium skincare brand from Singapore founded by veteran aesthetician, Jenny and her daughter, Pauline with the vision to marry craftsmanship and technology to create the future of skincare. Guided by its key philosophy of achieving healthy skin from within, Porcelain Spa and Porcelain Skincare (its product range) has won more than 80 awards since its inception in 2009.

Porcelain has been featured on Forbes, BBC, the Louis Vuitton City guide and won Best Beauty Spa in Asia (WLSA) for 8 consecutive years. An industry trailblazer, they own and operate three upscale spas including Singapores first smart-spa x wellness caf\xc3\xa9 concept store at Paragon Orchard.

A digital pioneer, they are highly tech-enabled. One product being a proprietary mobile app which tracks a clients skincare journey and offers personalized prescriptions. Through their uncompromising standards in products and service, Porcelain aims to be a lifelong beauty partner that journeys with every individual through the evolution of their skin.

Brand Vision:

Porcelain aims to be aglobal skincare companyby being yourtrusted lifelong beauty partner, helping you feelconfident in your own skin.

Brand Mission:

More than an established skincare brand with deep technical expertise, Porcelain will always be a PEOPLE-first company. We are enabled by technology to consistently deliver excellent products and services. Beyond that, we aim to better lives through building deeper relationships with our stakeholders while being highly conscious of the impact and value we create in the world. #DoWellDoGood

Porcelain