Customer Service Officer

Overview

• Manage the day-to-day handling of all customer inquiries via the website, walk-ins, WhatsApp, CRM-transferred calls, emails, and Instagram, with the objective of converting leads into sales, including the handling and preparation of third-party orders.
• Manage housekeeping standards, ensuring all flowers and merchandise on display are of high quality, properly priced, and visually appealing.
• Process customer payments promptly and accurately across all methods, ensuring timely entry into the ERP system. Follow up sales payment for retail client.
• Coordinate and ensure timely dispatching of orders and ensure accurate preparation of related documents (Consumption and Delivery Notes).
• Communicate detailed order instructions to florists and storekeepers to ensure orders meet specifications, accuracy and availability of supplies
• Conduct quality checks on products prior to dispatch to ensure they meet customer expectations and packaging standards. Ensure all marketing materials (barcodes, stickers, greeting cards, etc.) are included before delivery.
• Perform surveys from Survey Link, Google Reviews, and other platforms and analyze the feedback with plans for customer service improvement.
• Conduct regular website performance checks using an internal checklist.
• Prepare quotations for B2C/Retail inquiries and monitor the progress of orders, including payment confirmation, material purchasing, order preparation, and final approval until the scheduled pickup or delivery date.
• Ensure packaging supplies are always fully stocked. Coordinate with Admin to re-stock when stock levels reach the re-order point.
• Coordinate with third-party partners for product updates, order processing, inventory management, and monthly invoicing, ensure consumption is within agreed budget.
• Monitors and coordinate with Marketing Coordinator and Floral Designer the progress and Sales analysis, Satisfaction Surveys, benchmarking with competitors (pricing, customer service, product range, and promotions). Compile findings and provide actionable insights and recommendations to the General Manager to enhance customer experience and overall retail performance.
• Act as the first point of contact for visitors by verifying their identity and purpose of visit, and coordinating with the relevant department. Control access to various departments of the business and remain vigilant to prevent unauthorized access, safety issues, or security incidents.
• Assist with Wholesale Walk in clients invoicing and coordination.
• Ensuring compliance with the rules, regulations, and Operational Policies and Procedures of Camelia