True Social Group Hiring! Full Time Customer Service Representative in - Ricebowl

About the Company:

At the heart of the True Social Group is the belief that better living begins with the simple things. Through a mix of inspiration and innovation, we are reshaping hydration and the essentials that help create a more fulfilling life for all.

As we make our international debut, we are looking a team member to join us in expanding our hydration brand footprint in the Asia Pacific region.

Designation: Customer Service Executive (Customer Conversion & Optimization)

Job Purpose:

The Customer Service Executive is responsible for managing and optimizing online sales channels and marketplace operations, with a strong focus on customer experience. This role is responsible for executing customer retention strategies, improving customer satisfaction, and driving conversion through data-driven insights and continuous process improvements.

Job Duties:

• Propose retention and conversion strategies to enhance customer loyalty and support sales growth.
• Engage customers to identify upselling and cross-selling opportunities and follow up on leads to convert them into sales.
• Conduct outbound sales calls to prospective customers from provided leads lists.
• Educate prospective customers on product benefits and value propositions to drive customer acquisition and conversion.
• Build and maintain strong customer relationships by understanding their needs and preferences.
• Provide basic information about products and services, respond to customer enquiries, and collect relevant contact information.
• Maintain accurate call records and update customer databases accordingly.
• Record and track customer interactions accurately within the CRM system.
• Collaborate with the Digital Marketing team to share customer insights and implement service and process improvements.
• Coordinate and support cross-functional teams in the execution of brand, marketing, and e-commerce initiatives.
• Manage customer service operations to ensure service excellence and high levels of customer satisfaction throughout the pre-sales and post-sales journey.
• Handle marketplace-related customer enquiries, returns, refunds, and disputes in accordance with platform policies while maintaining high customer satisfaction.
• Monitor marketplace performance metrics and customer feedback to identify service gaps and improve response times, resolution rates, and overall customer experience.
• Ensure the online store is properly maintained, promotion-ready, and aligned with ongoing marketing campaigns.
• Conduct inventory checks to ensure product availability and timely replenishment.
• Monitor order processing and delivery activities to ensure smooth transactions and timely order fulfilment.
• Analyse sales performance, customer behaviour, and market trends to identify opportunities for business growth and operational improvement.
• Perform any other ad hoc duties as assigned by Management from time to time.

Skills/Qualifications:

• Diploma or Degree in Marketing, Business Administration, Communications, or a related discipline.
• Preferably 2-3 years of relevant experience in customer service, telesales, e-commerce, or a related field.
• Basic understanding of e-commerce platforms, marketplace operations, and online customer service processes.
• Strong analytical, interpersonal and communication skills with a positive attitude and a strong sense of ownership.
• Excellent customer service and communication skills, with the ability to prioritise and manage multiple tasks effectively.
• Proficient in Microsoft Office applications (Excel, Word, PowerPoint, and Outlook).
• Experience with CRM systems and marketplace platforms (e.g., Shopee, Lazada, TikTok Shop, Shopify) will be an added advantage.

Preferred Competencies

• Familiarity with marketplace seller centres (Shopee, Lazada, TikTok Shop) and Shopify platform operations.
• Basic understanding of customer retention metrics, customer lifetime value (CLV), conversion rate optimisation (CRO), and customer satisfaction measurement.
• Ability to analyse customer feedback and recommend actionable improvements to enhance the customer journey.