Customer Service Executive

Role Overview

The Customer Service Executive (CSE) will act as the initial point of contact at the Lixil Experience Center (LEC) showroom in Singapore, providing exemplary customer service to all visitors. The role includes welcoming clients, introducing the Lixil brand, promoting services, driving registration sign-ups, and customizing visits according to client needs. In addition to front-facing duties, the CSE will manage inquiries received via phone and email, ensuring prompt and satisfactory responses. The position also requires maintaining the organization and upkeep of the showroom reception area.

Key Responsibilities

• Deliver a superior customer experience within a showroom environment.
• Exhibit strong presentation and speaking skills to engage clients effectively.
• Manage customer journeys from initial contact through follow-up with professionalism.
• Handle customer inquiries and complaints in alignment with Lixil's brand standards to ensure satisfaction.
• Utilize persuasive marketing techniques to promote services.
• Maintain an organized and welcoming reception area.
• Respond promptly and professionally to client inquiries via face-to-face, phone, and email communications.
• Follow standard operating procedures to open and close the store appropriately.
• Collaborate with internal teams to enhance customer satisfaction.
• Ensure compliance with company policies through monitoring operational procedures.
• Support preparation of weekly and monthly sales and foot traffic reports.
• Assist in the implementation of promotional campaigns and marketing efforts.
• Complete other reporting tasks and key performance indicators as directed by management.

Qualifications & Experience

• Minimum education of High School diploma or equivalent; Nitec or Higher Nitec preferred.
• 3 to 5 years proven experience in a client-facing customer service role.
• Strong skills in customer engagement and professional communication.
• Ability to multitask and perform effectively in a fast-paced setting.
• Excellent problem-solving capabilities focused on customer satisfaction.
• Proficient with SAP, Microsoft Office, and POS systems; familiarity with Google Workspace is an advantage.

Preferred Traits

• Customer-oriented with a passion for excellence in service delivery.
• Highly organized with the ability to juggle multiple responsibilities.
• Adaptable and able to succeed in dynamic work environments.
• Skilled in communication and conflict resolution.
• Strong integrity and accountability.
• Professional appearance appropriate for direct customer interaction.

Work Environment and Conditions

• Work location: Lixil Experience Center flagship store in Singapore.
• Operating hours: Monday to Friday from 10:30 AM to 7:30 PM; weekends and public holidays from 11:00 AM to 8:00 PM.
• Weekend shift availability is mandatory.

Stakeholder Interaction

• Collaborates closely with internal teams including PCS, Marketing, Project, Retail, and Training.
• Interacts externally with walk-in customers, as well as interior designers, architects, and contractors.