Intern, Service Excellence - Customer Service
Company
Poh Heng Jewellery Pte Ltd
pohheng.com.sg
Designation
Intern, Service Excellence - Customer Service
Date Listed
26 Mar 2026
Job Type
Entry Level / Junior Executive
Intern/TS
Job Period
Flexible Start - Flexible End
Profession
Customer Service / Communications
Industry
Retail / eCommerce
Location Name
76 Lor 19 Geylang, Singapore 388512, Singapore
Address
76 Lor 19 Geylang, Singapore 388512
Map
Allowance / Remuneration
$1,200 monthly
Company Profile
Poh Heng is one of Singapore’s hallmark brands and a leader in gold for almost 70 years. The brand offers an extensive spectrum of gold jewellery spanning 24K, 22K and 18K, and firmly believes in offering gold jewellery of the highest quality and guaranteed purity to customers
Job Description- Assist with customers’ enquiries which include web enquiries, emails, social media (FB, IG, Google Reviews, WhatsApp, Telegram) and phone calls
- Handle customer complaints from all the various platforms, provide appropriate solutions and alternatives within the time limits with proper follow up to ensure resolution
- Taking ownership of customers issues and following problems through to resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow up with all customers’ compliments (web forms, emails, social media platforms) according to the internal company’s processes and document them categorically
- Collate all customers’ compliments and complaints into Spreadsheet for analysis
- Generate and follow up with sales leads from all the various platformsIdentify and assess customers’ needs to achieve satisfaction
- Apply analytical thinking to process each individual customer’s complaint and provides the most effective solution
- Provide support to Head of department and team members on day-to-day operation.
- Identify service gaps in the Customer Journey Experience
- Review service standards through visits to boutiques at least once a month
- Analyse the source and cause of service deviance
- Generate workable solutions to bridge these service gaps
- Identify pain points of customers in their buying experience and develop solutions to address them
- Identify touch points for our customers to alleviate our service level
- Analyse the voice of customers through customers’ survey form and develop customer centric solutions to address them
- Collate and analyse customer’ data using CRM software (HubSpot)
- Provide administrative support to the team
- Participate in team discussions and projects
- Perform other duties as assigned
Application Instructions
Please apply for this position by submitting your text CV using InternSG.Kindly note that only shortlisted candidates will be notified.
Apply for this position