Customer Service Officer

Responsibilities:

Client Communication & Intake:

• Manage all incoming client enquiries (WhatsApp, calls, walk-ins).
• Accurately capture client details and job information at intake.
• Clearly communicate services, pricing, and timelines to clients.
• Ensure all client expectations are properly set from the start.

Job Coordination & Tracking:

• Log all jobs correctly into the system/spreadsheet.
• Ensure jobs are properly assigned and tracked through each stage.
• Follow up internally to ensure jobs are progressing as expected.
• Keep clients updated on the status of their items when necessary.

Customer Experience:

• Maintain a professional, warm, and consistent tone in all communication.
• Ensure timely responses to all client enquiries.
• Handle client concerns, complaints, or feedback calmly and effectively.
• Escalate sensitive or complex issues to management when required.

Delivery & Collections:

• Coordinate client pickups and deliveries.
• Ensure items are ready and properly checked before client collection.
• Communicate clearly with clients regarding collection timelines.

Organisation & Record Keeping:

• Maintain accurate records of all client interactions and jobs.
• Ensure before-and-after photos are properly documented.
• Keep all client and job data organised and up to date.

Requirements:

•  At least 2 years of experience in customer service or client-facing roles, preferably in luxury services or service-based businesses.
• Must be articulate and well-spoken, with the ability to communicate clearly and professionally at all times.
• Excellent written and verbal communication skills.
• Highly organised and detail-oriented.
• Ability to multitask and manage multiple clients at once.
• Calm and professional under pressure.
• Comfortable using spreadsheets, WhatsApp, and basic tracking systems.