Role Objective
Ensure a high level of Customer Experience. The incumbent will be the first point of contact for all clients who steps into LEC, He/She will be responsible to maintain a high level of Customer Experience to welcome the clients, sharing Lixil’s Brand introduction, promoting our services, acquiring more sign-ups registrations and to ensure the client's visit will be tailored to his/her needs. The CSE will also be managing all services enquiry through phone calls & emails and to ensure our clients are responded timely with high level of satisfaction. The CSE will also be responsible to manage the upkeep and organisation of our showroom reception area.
Key Responsibilities / Duties & Responsibilities
Customer Service
- Responsible for delivering high level of Customer Experience in a Showroom setting
- Excellent presentation and oratory skills
- Providing exceptional customer service and managing the clients journey
- Handle customer inquiries, complaints professionally to ensure customer satisfaction according to Lixil Brand Standard
- Excellent persuasive and marketing skills
- Actively organizing and managing the showroom reception area
- Ensure all clients F2F, Phone enquiry, emails are handled professionally and timely
- Ensure that store opening and closing process are executed according to SOP
- Working with other departments or staff to ensure customer satisfaction
- Monitoring processes and procedures to adhere to company standards and policies
- Assist in preparing weekly / monthly Sales and Traffic data.
- Assist in executing promotional campaigns and marketing initiatives
- Accomplish other reporting tasks or KPI’s as assigned by the Manager
- High school diploma or equivalent. Nitec/Higher Nitec
- Minimum of 3-5 years of experience in a customer facing role
- Strong customer engagement with the ability to address the clients professionally
- Excellent interpersonal and communication skills
- Ability to work in a fast-paced environment and handle multiple responsibilities effectively
- Strong problem-solving skills and the ability to ensure customer satisfaction
- Proficiency in SAP, Microsoft Office and POS system (Google workspace is a bonus)
- Customer-focused with a passion for service excellence
- Strong organizational and multitasking skills
- Adaptability and ability to thrive in a fast-paced environment
- Effective communication and conflict resolution skills
- High level of integrity and accountability
- Maintain a professional appearance suitable for a customer-facing role
This Role Works Closely With The Following Stakeholders
Internal: Team (PCS, Marketing, Project, Retail & Training)
External (if applicable): Walk in Customers, Interior Designers, Architect and contractors
Work Conditions
Location: Lixil Experience Center (Flagship Store)
Operating Hours
- Weekdays (Monday to Friday): 10:30 AM – 7:30 PM
- Weekends and Public Holidays: 11:00 AM – 8:00 PM
About the company
Company website•Manufacturing
LIXIL makes pioneering water and housing products that make better homes a reality for everyone, everywhere.
Born in 2011 through a merger of five of Japan's most successful building materials and housing companies, we draw on our Japanese heritage to create world-leading technology and innovate to make high quality products that transform homes. Today, we're a global enterprise with approximately 53,000 employees in more than 150 countries worldwide, having expanded internationally by acquiring some of the most trusted names in our industry, including GROHE and American Standard.
LIXIL combines meaningful design, an entrepreneurial spirit, a dedication to improving accessibility for all, and responsible business growth to make things that matter – to people, to communities, and to the world we live in.
We are proud that our products touch the lives of more than a billion people every day but believe we have the potential to do so much more.