[For K-Youth Post-Programme & MyMahir Train-And-Place Programme]

Open To: All courses

Division/Department: Strategic Partnership

Roles and Responsibilities:

1. Client Engagement

• Build and maintain strong relationships with clients through regular communication, ensuring they feel valued and supported.

• Regularly communicate with clients via phone, email, and in-person meetings to address queries, concerns, and feedback.

• Serve as the main point of contact for client inquiries, resolving issues efficiently and effectively.

2. Problem Resolution

• Investigate and troubleshoot client complaints or problems, working collaboratively with internal teams to ensure prompt resolution.

• Escalate complex issues to the appropriate departments and follow up to ensure resolution.

• Monitor client satisfaction levels and take proactive measures to prevent recurring issues.

• Maintain a proactive approach to addressing client concerns, seeking to exceed expectations in problem resolution.

3. Product Knowledge

• Develop a deep understanding of our company's products, services, and offerings to provide comprehensive assistance to clients.

• Educate clients about new features, products, and services that could benefit their business or organization.

• Provide training and resources to help clients maximize the value they derive from the company's offerings.

4. Collaboration

• Collaborate with internal departments, including sales, IT support, and operations, to ensure a seamless client experience throughout their journey.

5. Upselling and Cross-Selling

• Identify opportunities for upselling and cross-selling additional products or services to existing clients based on their needs and preferences.

Educational Requirements:

• Experience in account management, retail procurement or project management in the fields of e-commerce

• Experience with online marketing/ merchandising is a plus

• Bachelor’s degree in E-Commerce/Business 

  Administration Management/Marketing/ Finance is preferred

• Fluent and proficient in the English language, Mandarin will be an added advantage

• Minimum 1- 2 years of experience in E-Commerce. Compulsory criteria in E-Commerce knowledge.