Job description

Customer Relationship Executive

 

About Us

 

MetaSport is a market leader in Southeast Asia in endurance sport management. We specialise in organising events and providing training services in the sports of triathlon, running, cycling and swimming.

We genuinely care about our customers and clients. We thrive to always go the extra mile and deliver added value to our event participants, club members and potential clients and sponsors advising them on services that are beneficial to them.

The Customer Relationship Executive plays a key role in the interaction we have with customers to provide and process information in response to inquiries, concerns and requests about our services.

Being at the frontline, the Customer Relationship Executive’s role is pivotal in upholding our values for customer centricity, integrity and efficient service, while projecting the image of a company that has the key mission to impact positively people’s lives.

Reporting line: Marketing Manager

 

Main Tasks and Responsibilities

 

Customer Service

 

  • Deal directly with customers either by telephone, email, Facebook messenger or other new media
  • Respond within 24 hours (working hours) to all customer inquiries
  • Address queries in accordance with the standard company’s Customer Service Manual and events Q&A
  • Process registrations (when needed), forms, applications and other bookings, orders and requests
  • Obtain and evaluate all relevant information to handle service inquiries
  • Follow through in a proactive manner till the matter is totally resolved
  • Help the company develop a strong relationship with its more loyal customers
  • Man the information booth / office at events
  • Send newsletters to registered participants
  • Get in touch with customer who did not complete their online registration
  • Manage monetary transactions and refunds
  • Handle and resolve customer complaints
  • Escalate unresolved issues to the designated manager / person-in-charge
  • Keep records of customer inquiries, comments and complaints and details of actions taken
  • Prepare and distribute customer activity and customer feedback reports
  • Look after office walk-in visitors (customers, sponsors, suppliers, etc.)
  • Maintain customer databases
  • Communicate and coordinate with internal departments so action can be taken and supports/ services updated if needed
  • Provide feedback on the efficiency of the customer service process and suggest improvements
  • Ensure that the first interaction that third parties have with MetaSport and the image we project as a company is seamless
  • Provide admin support to the managers such as travel arrangements
  • Any other ad hoc assignments as required from time to time by management

 

Marketing

 

  • Identify sales opportunities when interacting with customers
  • Develop a strategy to grow teams, clubs, schools and corporate participation
  • Nurture the relationship with teams, clubs, schools and corporate
  • Help promote the events to specific target audiences and segments as per marketing strategy
  • Contribute to the development of the event format
  • Contribute to the creation of direct marketing material
  • Any other ad hoc assignments as required from time to time by management

 

Key Requirements and Competencies

 

  • At least 2 years of customer service/ marketing/ CRM experience
  • Excellent interpersonal and people’s skills
  • Excellent English communication skills – verbal and written
  • Ability to listen and assess situations fairly and objectively
  • Patient and ability to remain composed in the face of demanding customers and issues
  • Genuine desire to help and assist others and feel a sense of accomplishment when customers walk away happy
  • Very competent with problem analysis and problem solving
  • Great attention to detail and very accurate
  • Meticulous with data, records and monetary transactions
  • Good at taking initiatives and working independently
  • Positive spirit and stress tolerant
  • Willing to work on weekends for events and to travel
  • Social media management skill is a plus
  • Strong sense of responsibility and ownership

 

Salary:  negotiable based on experience and skills

Email your resume together with a short introduction email to recruit@metasport.com