Duties & Responsibilities:
• Handle incoming customer inquiries through the hotline, phone calls, emails, web application, CRM, and other communication channels
• Respond to customer requests promptly, professionally, and accurately
• Provide complete information about Velvet Services' cleaning, organizing, remodeling, and other services and products
• Build and maintain strong customer relationships through clear, consistent, and personalized communication
• No inquiry is left unanswered and no booking request is forgotten
• Receive, process, and confirm customer bookings and service requests
• Accurately record customer details, service requirements, locations, and special instructions in the CRM
• Coordinate with the Operations and Scheduling teams to confirm availability and ensure smooth service delivery
• Communicate booking confirmations, modifications, cancellations, and relevant updates to customers
• Follow up on pending requests, quotations, and unconfirmed bookings
• Identify potential sales opportunities during customer interactions
• Actively promote and upsell relevant services, packages, and products based on customer needs
• Follow up on quotations and inquiries to encourage booking conversion
• Support promotional campaigns, special offers, and marketing initiatives
• Maintain good knowledge of all company services, products, pricing, and promotions
• Receive, document, and address customer complaints professionally and efficiently
• Conduct post-service follow-ups to collect feedback and identify areas for improvement
• Maintain accurate and updated customer profiles, booking records, and communication history
• Follow up internally to ensure timely execution and resolution of customer requests
• Prepare and submit accurate daily, weekly, and monthly customer service reports
• Work toward achieving individual customer service, response time, and booking conversion KPIs
• Support marketing activities by sharing customer feedback, trends, and potential content ideas
• Maintain confidentiality and comply with company policies and procedures
• Perform other related duties as assigned by management

Requirements:

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

• Positive Attitude
• Excellent Communication & Team Work skills
• Negotiation Skills
• Supervision Skills
• Problem Solving Skills
• Patient and Empathetic with customers
• Ability to stay calm when customers are stressed or upset
• Presentable
• Committed and ready to become part of our growing family
• Ability to multi-task, prioritize, and manage time effectively
• Able to work under pressure
• Honest and reliable
• Proactive, uses own initiative
• Self-driven