Poh Heng Jewellery Pte Ltd – Intern, Service Excellence – Customer Service

Poh Heng is one of Singapore’s hallmark brands and a leader in gold for almost 70 years. The brand offers an extensive spectrum of gold jewellery spanning 24K, 22K and 18K, and firmly believes in offering gold jewellery of the highest quality and guaranteed purity to customers 

1. Assist with customers’ enquiries which include web enquiries, emails, social media (FB, IG, Google Reviews, WhatsApp, Telegram) and phone calls
2. Handle customer complaints from all the various platforms, provide appropriate solutions and alternatives within the time limits with proper follow up to ensure resolution
3. Taking ownership of customers issues and following problems through to resolution
4. Keep records of customer interactions, process customer accounts and file documents
5. Follow up with all customers’ compliments (web forms, emails, social media platforms) according to the internal company’s processes and document them categorically
6. Collate all customers’ compliments and complaints into Spreadsheet for analysis
7. Generate and follow up with sales leads from all the various platformsIdentify and assess customers’ needs to achieve satisfaction
8. Apply analytical thinking to process each individual customer’s complaint and provides the most effective solution
9. Provide support to Head of department and team members on day-to-day operation.
10. Identify service gaps in the Customer Journey Experience
11. Review service standards through visits to boutiques at least once a month
12. Analyse the source and cause of service deviance
13. Generate workable solutions to bridge these service gaps
14. Identify pain points of customers in their buying experience and develop solutions to address them
15. Identify touch points for our customers to alleviate our service level
16. Analyse the voice of customers through customers’ survey form and develop customer centric solutions to address them
17. Collate and analyse customer’ data using CRM software (HubSpot)
18. Provide administrative support to the team
19. Participate in team discussions and projects
20. Perform other duties as assigned