Customer Relationship Executive

About the Role

We are looking for a passionate and customer-focused individual who enjoys building long-term relationships with customers and creating positive customer experiences.

If you enjoy helping customers, understanding their needs, providing solutions, and creating value through excellent service while identifying business opportunities, we welcome you to join our team.

Job Responsibilities

• Handle customer enquiries, requests, and feedback from various channels including retail outlets, online platforms, email, and phone calls, providing timely and effective solutions.
• Explain product information to customers and guide them on proper product usage.
• Maintain strong customer relationships to enhance customer satisfaction, loyalty, and member engagement.
• Follow up with customers to understand their needs, provide suitable product recommendations, and enhance overall customer experience.
• Manage customer records and support CRM database updates to ensure accurate customer information for follow-up activities.
• Support the planning and execution of online and offline member activities, including Member Days, VIP events, customer appreciation events, and customer engagement activities.
• Collect, organize, and follow up on customer testimonials, feedback, and customer experiences.
• Identify customer needs and create suitable sales opportunities through a service-oriented approach.
• Support customer retention initiatives to strengthen customer loyalty and encourage repeat engagement.
• Assist with departmental documentation, filing, reporting, and administrative support.
• Support simple product photography, short video creation, and basic video editing tasks when required.

Requirements

• Candidates with experience in Customer Relationship Management (CRM), customer service, customer engagement, or membership management are preferred.
• Candidates with customer service experience in direct selling, beauty salons, wellness centres, retail businesses, or listed companies will have an added advantage.
• Candidates with only third-party outsourced customer service experience (Telemarketing / Tele-customer Service) will not be considered.
• Experience in handling online customer enquiries, order follow-ups, and after-sales service is preferred.
• Strong communication and interpersonal skills with the ability to build positive relationships with customers.
• Able to communicate and write in basic English and Mandarin-speaking candidates who will be serving Mandarin-speaking customers.
• Possess strong problem-solving skills with a customer-focused mindset and empathy.
• Possess sales awareness and the ability to identify customer needs and recommend suitable solutions.
• Familiar with CRM systems and customer database management will be an added advantage.

Added Advantages

• Experience in planning or executing Member Days, VIP events, customer appreciation events, or customer engagement activities.
• Experience managing online enquiries from new customers, product consultation, purchasing process, and after-sales support.
• Basic skills in content creation, photography, and video editing.