Client Services Advisor / Senior Advisor / Team Lead

Singapore, Singapore
30 August 2020
Permanent Job


In the competitive luxury environment, an outstanding client service is key to build client’s loyalty to the brand. The Client Services team delivers extraordinary service with the highest quality standards while minimizing the waiting time for the client.


Main Responsibilities:

  • Deliver extraordinary service on inbound and outbound calls / emails / social media servicing / chat messages
  • Consult with our Clients to understand their needs and tailor unique solutions for each Client and provide relevant product offers
  • Address general and account-specific inquiries from our Clients and provide clear and concise information as needed
  • Use tools and resources to identify and anticipate client needs, in a commitment to maintain a first point of contact resolution
  • Meet and exceed performance goals that include, but are not limited to, client satisfaction results, sales and productivity targets and compliance regulations

Additional Responsibilities of Senior Advisor / Team Lead 

  • Manage day-to-day operations of the client services team
  • Monitor calls of the client services team, ensuring call quality is consistently achieved
  • Handle escalations
  • Identify areas of improvement and be able to introduce new structures and processes as required
  • To submit routine reports to management (on areas such as but not limited to traffic pattern, client feedback and staff productivity)

Additional information

Qualification / Skills:

  • Diploma or Degree holder in related disciplines
  • Relevant experience in client servicing or a call center environment
  • Good command of English and Mandarin, both verbal and written
  • Personable with a high level of curiosity and initiative
  • Exceptional interpersonal and conflict resolution skills
  • Ability to multitask and remain calm under pressure, especially during peak hours or challenging situations
Reference: LVM11022