Ang Wei Kiat

Infocomm & Media Development Authority Singapore (IMDA) Project

• Delivering accurate, timely information & solutions via email, live chat, and telephone for inbound & outbound communications.
• Providing first-call resolutions for users & customers.
• Recording of all customer communication in the CRM system.
• Managing all data within the CRM system.
• Escalating cases to relevant internal parties for appeal & appropriate advice.

• Generating new orders through answering product and service questions via different service touchpoints.
• Resolving product or service problems by adhering to standard operating procedures or proposing better resolutions to team leaders.
• Liaising between local & international departments for resolutions.
• Recommend and promote products and services based on a logical relationship with the brand partner’s needs.
• Effectively meet or exceed performance expectations, including call handling metrics, and quality standards.
• Relate with brand partners by effectively building rapport in a personal and professional manner.
• Explain and provide applicable, accurate, and appropriate information concerning products and services, compensation plans, policies and procedures, account status, marketing promotions, and campaigns.
• Substitution of manpower within factions of local office.
• Conducting morning pre-briefing for team members on a scheduled basis.
• Spearheading member services’ culture and engagement team with employee recognition initiatives.
• Creating interactive team engagement games to strengthen cohesiveness among team members.
• Designing monthly essential team member (employee of the month) recognition posters and/or videos.
• Planning departmental festive gatherings and events.

• Processing incoming sales orders via channels such as a delivery hotline, E-commerce platform, and retail outlets’ delivery orders within the stipulated timeline.
• Ensuring products delivered are accurate and in good condition.
• Informing customers promptly should there be any changes to the delivery lead time or delays.
• First point of contact for customer feedback through the various sales and communication platforms.
• Resolving all customer order issues promptly and within the company’s operation policies. Only extreme cases will be escalated to higher management for service recovery solutions.
• Ensuring the digital inventory levels and all order statuses are promptly updated via the E-commerce platform.
• Maintaining adequate physical inventory level for home delivery and E-commerce department.
• Monitoring the products’ physical condition and shelf life. Raise any defective or close-to-expiration product to the procurement team for their necessary action.
• Establishing and maintaining close-knit relationships with B2B & B2C customers.
• Liaising with retail outlets on product reservations, customer complaints escalated to the main office and all other work-related matters.
• Handling all incoming inquiries and referring them to the respective departments or personnel when necessary.
• Involved in planning & executing the company’s bi-annual warehouse sales event.
• Basic administrative duties such as ordering stationery and office equipment.

• Cold calling and canvassing to establish new business accounts, identifying prospects, and nurturing existing accounts.
• Service clientele and provide effective solutions for sales-related matters and product feedback.
• Preparing sales quotations for B2B clients.
• Building rapport and developing good customer relationships with clients & customers.
• Providing excellent after-sales service to ensure all clients’ and customers’ expectations are met.
• Meeting or exceeding targets set forth by the organization.
• Processing & shipping out international E-commerce orders.
• Providing support to other team members when needed.

• Ensuring the store operates smoothly.
• Providing accurate information on pets & pets’ related products to customers.
• Complying with the housekeeping and visual merchandising standards set forth by the company.
• Receiving delivery orders from suppliers.
• Providing on-the-job training to new hires.

Quality-Service Management Department

• Planning and executing of corporate events.
• Designing publicity posters using Adobe design software.
• Participated in Airport Council International (MICE event) as an event helper.
• Liaising with business vendors on ongoing projects.
• Editing the content and design of the quarterly ONE Changi newsletter.
• Passed internship with commendation..