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Malaysia • 06 Jan 2022

Digital Concierge

About the opportunity

We are seeking highly motivated, curious and client focused individuals with a strong passion for creating impeccable service experiences. As a Digital Concierge, you will be an ambassador of The Hour Glass, ensuring that every client is treated according to The Hour Glass Way. You will strive to answer all incoming online customer queries, discover your clients and their needs and deliver on first contact resolutions.

Apart from a competitive remuneration package, we provide our team members with a structured learning and development program that nurtures you through your career progression. You will have the opportunity to work with some of the most talented and inspirational leaders within the specialty watch sector and have access to an array of career opportunities within our network.

Your key tasks are:-

  1. Client Relationship
  • Handle all incoming digital client enquiries in an independent, timely and qualitative manner
  • Follow up on all client’s requests and enquiries from end to end
  • Demonstrate exemplary service standards at all times
  • Adhere to established work processes and operating procedures and be willing to go the extra mile to assist all prospects and clients
  • Identify and escalate priority issues to management and ensure issues are resolved
  • Maintain professionalism and the highest level of client confidentiality
  1. Product knowledge
  • Be knowledgeable of the company’s product offering and services
  • Be forward thinking and committed to improving oneself and skillset
  1. Teamwork
  • Communicate and collaborate with team members from the other departments including inventory, boutiques and corporate offices to fulfil and resolve all queries
  • Support other members of the team to ensure all queries are attended to and resolved
  1. Administrative tasks
  • Update client records in an accurate and timely manner
  • Provide daily and weekly reporting in a precise, timely manner
  • Other duties as assigned

The type of candidate we are seeking

  • Diploma holder
  • At least 1 year of experience in customer service or client-facing role
  • Experience on the retail floor in the luxury industry or in client service environment is a strong advantage
  • Self-motivated and able to work in an unsupervised environment
  • Ability to commit to a rotating shift work – including on weekends or outside office hours
  • Ability to work from home when necessary
  • Active listener with excellent communication skills
  • Good keyboard skills, with an emphasis on proper spelling and grammar
  • Team player with strong interpersonal skills
  • Enthusiastic, resilient, adaptable and keen to work in a fast paced team environment
  • Ability to multi-task, set priorities and manage time effectively
  • Fast learner with good problem solving skills
  • An eye for detail and good organizational skills


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