Customer Relations Officer

at  ONE HEART CLEANING PTE LTD

QUALIFICATIONS & SKILLS

• Diploma or relevant qualifications with equivalent years of experience
• Fresh graduates are welcome to apply
• Relevant planning/scheduling experience in related industry will be an advantage
• A good team player and good communication & customer service skills
• Aptitude in resolving issues with a customer-focused orientation
• Strong troubleshooting and problem-solving skills
• Independent, self-driven and proactive attitude
• Ability to multi-task
• Ability to explain complex technical concepts to non-technical users
• Proficient in English and a second language
• Proficient computer knowledge in Microsoft Office
• May be required to work irregular / shift hours

&Required to work on weekends.

• Off on 1 weekday.
• Working hours: 12.00pm – 9.00pm

Interested parties to email resume to joe@oneheartcleaning.com.sg or call 6462731

PURPOSE OF JOB:

As the Customer Relations Officer, you will play a supporting role in ensuring the best customer experiences been provided to all our customers, while also maintaining an updated online booking system and database. You will be responsible for understanding the business basics including all price packages & promotions, characteristics of our cleaning specialists as well as customers’ requests, preferences and expectations, in order to support in providing customer-oriented solutions to the needs and wants of our customers.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS):

1. Understanding One Heart Cleaning & Our Residential Cleaning Business

• Understand the mission, vision and values of One Heart Cleaning as a social

enterprise, as well as practice them during daily tasks and routines

• Understand and be familiar with all information with regards to:
• Services & solutions available
• Price plans and promotions
• Characteristics & Specialties of all cleaning specialists
• Characteristics & Behaviours of all customers

1. Customer Relations Management via Online Booking System & Phone Calls

• Manage enquiry and bookings from website, online booking system (OBS) &

phone calls.

• Follow up and update customer requests, schedule changes and payments

etc

• Work closely with the sales and operations in providing required information

to customers

• Monitor reminder text/call to customer daily
• Flexible and proactive in proposing and/or counter proposing available

options based on customers’ needs

• Demonstrate professional behaviour when responding to customer

complaints

• Resolve daily situations if any

1. Online Booking System Enhancement and Maintenance

• Be aware of and be able to use all functions of the online booking system
• Be aware of all current enhancements possible for the system
• Regular testing for online booking system for bugs/functional errors etc and

alert both management and system vendor

• Data entry and maintenance
• Prepare new staff on-boarding and off-boarding in system
• Monitor and check accuracy & updates of cleaning specialists’ daily schedules
• Work closely with Finance Team on customer related issue, e.g. payment etc
• Prepare and compile monthly reports using dashboard compilations to

management and relevant departments

• Other related duties as assigned