Company: Exotic Online Advertizing Ltd
Department: Customer Service
Reports to: Head of Customer Service
Experience: Minimum 1 year of customer service experience

JOB PURPOSE

To manage client communication across the company's WhatsApp channels, ensuring clients receive timely updates, important business information, feedback and support.
The role is responsible for maintaining active communication with clients, addressing concerns, managing complaints, gathering customer insights and ensuring that client feedback is communicated to the relevant internal teams for action.
The position will also provide additional customer support capacity by assisting the Customer Service Administration team in handling client enquiries and clearing pending support requests on the customer service platform.

KEY RESPONSIBILITIES

CLIENT COMMUNICATION & CHANNEL MANAGEMENT

• Manage and maintain active communication across the company's WhatsApp channels.
• Keep clients informed about business updates, changes, developments, announcements and important notices.
• Ensure timely and accurate communication of information that may affect clients and their experience with the business.
• Initiate and facilitate client engagement to maintain active communication and strengthen customer relationships.
• Ensure client enquiries and messages across assigned channels receive timely responses.

CUSTOMER FEEDBACK & INSIGHTS

• Collect, document and analyse client feedback, concerns, suggestions and recurring complaints.
• Identify common customer challenges, emerging trends and areas requiring business attention.
• Share customer insights and recurring issues with management and relevant departments.
• Provide regular feedback to the Customer Service team on client experiences, concerns and expectations.
• Escalate significant customer concerns and developments that require management intervention.

COMPLAINTS & ISSUE RESOLUTION

• Receive, manage and follow up on client complaints across all assigned communication channels.
• Ensure complaints are properly documented, acknowledged and directed to the relevant departments for resolution.
• Follow up on outstanding complaints to ensure clients receive timely feedback and closure.
• Handle dissatisfied clients professionally and work towards maintaining positive customer relationships.
• Identify recurring complaints and recommend practical measures to improve service delivery.

CUSTOMER SERVICE PLATFORM SUPPORT

• Provide additional support to the Customer Service Administration team by assisting with customer enquiries and pending requests on the customer service platform.
• Help manage and clear accumulated customer service backlogs to improve response and resolution times.
• Assist clients with platform-related enquiries, requests and follow-ups.
• Ensure all handled requests are properly updated and documented to maintain continuity of customer support.
• Work collaboratively with the Customer Service Administrator to manage workload and maintain efficient service delivery.

REQUIREMENTS & QUALIFICATIONS

• Minimum of one (1) year of experience in customer service or a similar customer-facing role.
• Strong written and verbal communication skills.
• Excellent customer handling and relationship management skills.
• Good problem-solving and conflict-resolution abilities.
• Ability to handle complaints and manage difficult customer interactions professionally.
• Good organisational skills and the ability to manage multiple conversations and follow-ups simultaneously.
• Comfortable using WhatsApp Business and other digital communication platforms.
• Ability to gather, interpret and communicate customer feedback and insights.
• Strong attention to detail and follow-through.

• Manage and maintain active communication across the company's WhatsApp channels.
• Keep clients informed about business updates, changes, developments, announcements and important notices.
• Ensure timely and accurate communication of information that may affect clients and their experience with the business.
• Initiate and facilitate client engagement to maintain active communication and strengthen customer relationships.
• Ensure client enquiries and messages across assigned channels receive timely responses.
• Collect, document and analyse client feedback, concerns, suggestions and recurring complaints.
• Identify common customer challenges, emerging trends and areas requiring business attention.
• Share customer insights and recurring issues with management and relevant departments.
• Provide regular feedback to the Customer Service team on client experiences, concerns and expectations.
• Escalate significant customer concerns and developments that require management intervention.
• Receive, manage and follow up on client complaints across all assigned communication channels.
• Ensure complaints are properly documented, acknowledged and directed to the relevant departments for resolution.
• Follow up on outstanding complaints to ensure clients receive timely feedback and closure.
• Handle dissatisfied clients professionally and work towards maintaining positive customer relationships.
• Identify recurring complaints and recommend practical measures to improve service delivery.
• Provide additional support to the Customer Service Administration team by assisting with customer enquiries and pending requests on the customer service platform.
• Help manage and clear accumulated customer service backlogs to improve response and resolution times.
• Assist clients with platform-related enquiries, requests and follow-ups.
• Ensure all handled requests are properly updated and documented to maintain continuity of customer support.
• Work collaboratively with the Customer Service Administrator to manage workload and maintain efficient service delivery.

• Strong written and verbal communication skills
• Excellent customer handling and relationship management skills
• Good problem-solving and conflict-resolution abilities
• Ability to handle complaints and manage difficult customer interactions professionally
• Good organisational skills and the ability to manage multiple conversations and follow-ups simultaneously
• Comfortable using WhatsApp Business and other digital communication platforms
• Ability to gather, interpret and communicate customer feedback and insights
• Strong attention to detail and follow-through

• Minimum of one (1) year of experience in customer service or a similar customer-facing role.