SENIOR EXECUTIVE, CUSTOMER CARE MALAYSIA & SINGAPORE

Customer Care Support (Singapore and Malaysia):

• Respond to all customer enquiries across all channels (including Email, Voice call, SMS, Whatsapp, Web Chat, Pro-active Chat, Facebook, Instagram) using Clarins Customer Care system and deliver a highest level of service and qualititative respond
• Ensure that customers’ enquiries are sufficiently and accurately answered within agreed timeframes
• Work with E-Commerce, CRM and Retail teams to ensure proficiency in handling consumer facing tools employed by Clarins.
• Work with relevant functional teams to deliver high level of customer satisfaction.
• Ensure all customer enquiries are responded to within stipulated timeframe: 24-48 hours
• Constantly strive to achieve Customer Care KPIs including CSAT Score, First Reply Time and Full Resolution Time, etc.
• Proactively review the KPIs on a daily/weekly/monthly basis through the use of Customer Care system.
• Remain up-to-date on all Clarins promotions, product launches and Club Clarins mechanics
• Proactively keep product and service knowledge to the highest levels by ultilising Clarins learning app.

Customer Care Operations Excellence (Singapore and Malaysia):

• Apply improvement and feedback shared during Q&A assessment
• Animate and identify ways to constantly improve CSAT score and avg. respond time for email, chats or calls, and propose areas of improvements.
• Communicate and work cohesively with all key stakeholders, whilst effectively monitoring results and provide feedback to fine-tune the customers’ journey.
• Listen, probe and question in order to clarify and understand customer needs to improve first contact resolution rate.
• Adhere to Customer Care SOP created for all functions to resolve customer enquiries efficiently and pleasantly and constantly share feedback with functional teams to improve the SOP.
• Usage of and proficiency in relevant Clarins systems to ensure accurate and consistent information is provided promptly to customers
• Proactively update customers’ key information and provide each ticket summary in Customer Care system.
• Ability to professionally evaluate and escalate problems/issues promptly when necessary
• Usage of Customer Care system to monitor and track enquires statuses / comments
• Ensure all tickets are followed through with functional teams

Analysis & Reporting (Singapore and Malaysia):

• Provide weekly and monthly Customer Care reports.
• Leverage on existing tools on the website as additional tool kit to support customers.

Other responsibilities may be added to the above, which are consistent with the title Senior Executive, Customer Care Malaysia & Singapore

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