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.

Ability to multi-task, prioritize, and manage time effectively
Able to work under pressure
Honest and reliable
Proactive, uses own initiative
Self-driven

Desired Candidate Profile

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