Customer Service Executive

Role Overview

The Customer Service Executive (CSE) is tasked with creating an outstanding customer experience at the Lixil Experience Center showroom. Acting as the initial point of contact for visitors, the CSE will present Lixil's brand, promote services, encourage client registrations, and ensure visits are personalized to meet individual needs. Additionally, the role involves managing inquiries through phone and email, facilitating timely and satisfactory responses, and maintaining the reception area's organization.

Key Responsibilities

• Deliver superior customer service in a showroom environment.
• Utilize strong presentation and communication skills to engage clients effectively.
• Manage customer queries and complaints professionally, upholding Lixil’s brand standards.
• Exhibit persuasive capabilities and marketing acumen to promote services.
• Organize and maintain showroom reception and surroundings.
• Ensure professional and prompt handling of face-to-face, telephone, and email enquiries.
• Adhere to standard operating procedures during store opening and closing.
• Collaborate with internal teams to maximize customer satisfaction.
• Monitor compliance with company policies and processes.
• Support preparation of weekly and monthly sales and visitor traffic reports.
• Contribute to the implementation of promotional campaigns and marketing activities.
• Complete assigned reporting tasks and key performance indicators as directed by management.

Candidate Profile

• Possess a high school diploma or equivalent such as Nitec/Higher Nitec.
• Have 3 to 5 years of experience in a customer-facing capacity.
• Demonstrate strong customer engagement with professional client interaction.
• Exhibit excellent interpersonal and communication skills.
• Be capable of multitasking and adapting in a fast-moving work environment.
• Possess strong problem-solving skills aimed at ensuring customer satisfaction.
• Be proficient with SAP, Microsoft Office, and POS systems; familiarity with Google Workspace is advantageous.

Desired Attributes

• Customer-centric mindset with commitment to service excellence.
• Strong organizational and multitasking abilities.
• Adaptability and capability to manage fast-paced work conditions.
• Effective communication and conflict management skills.
• High integrity and responsibility.
• Maintain professional appearance appropriate for customer interactions.

Working Arrangement and Environment

• The workplace is located at the Lixil Experience Center flagship store in Singapore.
• Operating hours: Weekdays 10:30 AM to 7:30 PM; Weekends and Public Holidays 11:00 AM to 8:00 PM.
• Weekend shift availability is mandatory.

Collaborations

The CSE will work closely with internal teams such as PCS, Marketing, Project, Retail, and Training departments, as well as external parties including walk-in customers, interior designers, architects, and contractors.