Open Roles at Twyford Tile

JOB PURPOSE

• The Customer Care Supervisor is responsible for supervising and coordinating the customer care function to ensure that all customers receive timely, accurate, professional, and consistent service.
• The role will lead the day-to-day customer care team, monitor customer enquiries and complaints, coordinate with Sales, Production, Warehouse, Logistics, Finance, Quality, and other departments to resolve customer issues, and ensure that all customer requests are properly followed through to closure.
• The Customer Care Supervisor will also establish and maintain a structured customer/project information management system, ensuring that customer orders, production status, stock availability, dispatches, deliveries, payments, damages, claims, and complaints are accurately recorded and easily accessible.

KEY RESPONSIBILITIES

CUSTOMER CARE TEAM SUPERVISION

• Supervise and coordinate the day-to-day activities of the Customer Care team.
• Allocate customer enquiries, complaints, and follow-up tasks to team members.
• Monitor team performance and ensure agreed customer service standards are maintained.
• Coach and guide Customer Care Officers on effective communication, problem-solving, and customer handling.
• Monitor response times and ensure customer enquiries are attended to promptly.
• Review unresolved customer issues and ensure appropriate follow-up.
• Conduct regular team briefings to communicate priorities, operational updates, and recurring customer concerns.
• Identify training and development needs within the team.
• Promote teamwork, accountability, professionalism, and customer-focused behaviour.

CUSTOMER ENQUIRY MANAGEMENT

• Ensure customer enquiries received through telephone, WhatsApp, WeChat, email, social media, walk-ins, and other approved channels are monitored and responded to promptly.
• Establish and monitor agreed customer response-time standards.
• Ensure customers receive accurate information regarding:
• Product availability
• Orders
• Stock
• Production
• Dispatch
• Delivery
• Payments
• Damaged goods
• Claims
• Product information
• Complaints
• Ensure that where an immediate answer is unavailable, the customer receives an acknowledgement and a clear timeframe for feedback.
• Monitor high-priority and urgent customer enquiries until resolution.
• Ensure communication with customers is professional, clear, and consistent.

CUSTOMER COMPLAINTS & ESCALATION MANAGEMENT

• Take ownership of escalated customer complaints and sensitive customer issues.
• Ensure complaints are properly recorded, investigated, assigned, and followed up.
• Coordinate with relevant departments to identify the cause of complaints and agree on appropriate solutions.
• Monitor complaints relating to:
• Product quality
• Delivery delays
• Incorrect quantities
• Damaged products
• Missing products
• Product specifications
• Installation concerns
• Payment issues
• Service quality
• Ensure customers receive regular updates until their complaints are resolved.
• Escalate serious, recurring, or unresolved complaints to management.
• Analyze recurring complaints and recommend corrective and preventive actions.

CUSTOMER & PROJECT RECORD MANAGEMENT

• Establish and maintain a structured One Customer, One File system.
• Ensure accurate records are maintained for every key customer/project.
• Customer records should capture, where applicable:
• Customer details
• Project details
• Orders
• Contract/order references
• Product quantities
• Production status
• Stock availability
• Dispatches
• Deliveries
• Outstanding quantities
• Payment status
• Damages
• Claims
• Complaints
• Customer communication
• Resolution history
• Ensure records are regularly updated and easily accessible.
• Monitor the quality and accuracy of information entered by Customer Care team members.
• Ensure customer records provide a reliable source of information for Sales and Management.

ORDER, STOCK & DELIVERY COORDINATION

• Coordinate with Sales, Warehouse, Production, and Logistics to obtain accurate order and delivery information.
• Monitor customer orders from confirmation through production, dispatch, and delivery.
• Ensure Customer Care staff have access to updated stock and production information.
• Monitor pending orders and outstanding quantities.
• Follow up on delayed production, dispatches, or deliveries.
• Ensure customers are proactively informed of delays or changes affecting their orders.
• Identify potential service failures before they become customer complaints.

DAMAGE & CLAIM MANAGEMENT

• Supervise the handling of customer reports involving damaged products.
• Ensure damage claims are properly documented with:
• Customer/project details
• Order/dispatch reference
• Product details
• Quantity affected
• Damage percentage
• Photographic evidence
• Delivery information
• Coordinate with Logistics, Warehouse, Quality Assurance, Finance, and Sales to investigate and resolve claims.
• Maintain a centralized claim tracker.
• Monitor claim turnaround times.
• Ensure customers receive proactive updates on claim status.
• Escalate delayed or unresolved claims.
• Analyze recurring damage patterns and report findings to management.

INTERNAL DEPARTMENT COORDINATION

The Customer Care Supervisor will act as a key link between customers and internal departments, including:

• Sales – customer orders, quotations, project updates, and commercial matters.
• Production – production schedules, availability, and completion timelines.
• Warehouse – stock, allocations, loading, and dispatch.
• Logistics – transport, delivery schedules, and delivery confirmation.
• Finance – payments, outstanding balances, credit matters, and approved claims.
• Quality Assurance – product quality complaints, inspections, and damage investigations.
• Management – escalated complaints, service risks, recurring issues, and major customer concerns.
• The Supervisor must ensure that issues are not merely forwarded between departments but are actively followed through until closure.

CUSTOMER SERVICE STANDARDS & QUALITY CONTROL

• Develop and implement Customer Care service standards and procedures.
• Monitor compliance with agreed response and resolution timelines.
• Conduct regular quality checks on customer communications.
• Review customer conversations and complaint handling to identify areas for improvement.
• Ensure consistent information is provided across different customer communication channels.
• Monitor customer satisfaction and identify opportunities to improve the customer experience.
• Establish escalation procedures for urgent and high-value customer issues.

CUSTOMER FEEDBACK & SERVICE IMPROVEMENT

• Collect and analyze customer feedback.
• Identify recurring customer concerns and service gaps.
• Prepare recommendations for improving customer experience.
• Work with relevant departments to address root causes of recurring complaints.
• Identify opportunities to improve internal communication and information flow.
• Support the development of customer service policies, SOPs, scripts, FAQs, and escalation procedures.

REPORTING & ANALYSIS

Prepare regular Customer Care reports covering:

• Number of customer enquiries received
• Response times
• Outstanding enquiries
• Number of complaints
• Complaint resolution rates
• Average complaint resolution time
• Pending claims
• Claim turnaround time
• Order follow-up status
• Delivery-related issues
• Customer satisfaction
• Recurring customer complaints
• Escalated cases
• Team performance
• Service-level compliance

CUSTOMER CARE TEAM PERFORMANCE

Monitor individual and team performance against agreed KPIs, including:

• Response time
• Resolution time
• Customer satisfaction
• Follow-up completion
• Accuracy of customer information
• Complaint closure rate
• Claim follow-up
• Record accuracy
• Attendance and productivity
• Quality of customer communication

Conduct regular performance reviews and provide coaching and corrective guidance where required.

QUALIFICATIONS & EXPERIENCE

Education

• Bachelor's Degree or Diploma in Customer Service, Business Administration, Marketing, Sales, Communications, Logistics, or a related field.
• Professional training in Customer Experience, CRM, or Customer Service Management is an advantage.

Experience

• Minimum 4 years' experience in Customer Service, Customer Experience, Sales Support, Order Management, or a related field.
• At least 1–2 years in a supervisory or team-lead role.
• Experience in manufacturing, building materials, tiles, ceramics, construction, logistics, or a related industry is highly preferred.
• Experience handling high-volume customer enquiries and escalated complaints.
• Experience coordinating with Sales, Production, Warehouse, Logistics, Finance, and Quality teams is an advantage.
• Experience serving project customers, distributors, contractors, or corporate clients is desirable.
• Experience working with Chinese-funded companies or Chinese clients is an added advantage.

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JOB PURPOSE

• The Interior Designer will own and support the MICASSO design consultation experience, helping customers confidently visualize, coordinate, and select complete design solutions for their spaces.
• The role will go beyond recommending individual tiles by helping customers understand how different MICASSO products can work together across floors, walls, bathrooms, kitchens, living areas, indoor/outdoor spaces, and other applications.
• The Interior Designer will combine design expertise, customer consultation, product knowledge, visualization, and commercial awareness to transform customer ideas and requirements into practical, aesthetically cohesive, and commercially appropriate MICASSO space solutions.

The ultimate objective is to move customers from:

ONE PRODUCT → COORDINATED PRODUCTS → COMPLETE MICASSO SPACE SOLUTION

KEY RESPONSIBILITIES

CUSTOMER DESIGN CONSULTATION

• Conduct professional design consultations with MICASSO customers.
• Understand customer preferences, lifestyle, budget, space requirements, and desired aesthetic.
• Guide customers in selecting products that work together rather than recommending individual products in isolation.
• Translate customer ideas, reference images, floor plans, and inspiration into practical design solutions.
• Explain design recommendations clearly and confidently to customers.
• Help customers make informed decisions by presenting suitable alternatives where necessary.
• Support customers from initial concept through to final product selection.

PRODUCT COORDINATION & COMPLETE SPACE SOLUTIONS

• Develop coordinated product recommendations for complete spaces.
• Combine MICASSO tiles with complementary products and finishes where applicable.
• Recommend suitable combinations for:
• Floors and walls
• Feature walls
• Bathrooms
• Kitchens
• Living spaces
• Bedrooms
• Indoor/outdoor transitions
• Commercial spaces
• Sanitaryware and complementary finishes
• Identify opportunities for relevant cross-selling and complementary product recommendations.
• Ensure recommendations consider aesthetics, functionality, availability, customer budget, and intended application.

SPACE PLANNING

• Review customer floor plans, measurements, photographs, and reference images.
• Understand room proportions, circulation, lighting, doors, windows, and intended use.
• Recommend appropriate tile sizes, layouts, patterns, and material combinations.
• Advise customers on how different design choices can influence the perceived size, proportion, atmosphere, and functionality of a space.
• Develop practical design solutions for residential and commercial spaces.
• Consider installation practicality when developing proposed layouts.

MOOD BOARDS & DESIGN CONCEPTS

• Prepare customer-specific mood boards and design concepts.
• Develop:
• Colour palettes
• Material combinations
• Tile pairings
• Style directions
• Product selections
• Finish combinations
• Translate technical design concepts into visual presentations that customers can easily understand.
• Maintain a library of reusable inspiration concepts for common customer needs and spaces.

DESIGN VISUALIZATION

• Help customers visualize MICASSO products within their actual spaces.
• Prepare sketches, digital concepts, mood boards, and basic 3D visualizations where appropriate.
• Use customer floor plans, photographs, measurements, and reference images to demonstrate possible finished outcomes.
• Develop before-and-after concepts and visual presentations for selected projects.
• Ensure all visualizations are practical and based on available MICASSO products.

LIFESTYLE-LED DESIGN

Understand how the customer intends to use a space before making product recommendations.

Consider requirements such as:

• Family living
• Entertaining
• Relaxation
• Hospitality
• Rental properties
• Luxury residential spaces
• Commercial spaces
• High-traffic environments
• Children's spaces
• Indoor/outdoor living

Ensure recommendations balance:

AESTHETICS + FUNCTIONALITY + LIFESTYLE + BUDGET

SALES SUPPORT & COMMERCIAL CONTRIBUTION

• Work closely with Sales Consultants during customer consultations and product selection.
• Join customer consultations where deeper design expertise is required.
• Help Sales Consultants resolve customer uncertainty regarding product selection.
• Recommend commercially appropriate solutions based on:
• Customer budget
• Available MICASSO products
• Project requirements
• Design suitability
• Potential order value
• Support customers toward a clear final product selection.
• Identify opportunities to increase the customer's basket through relevant complementary products.
• Support the sales team by providing clear product and design recommendations.

The Interior Designer is not primarily a salesperson, but their design expertise should help customers become more confident in making purchasing decisions.

DESIGN CONSULTATION PROGRAMME

• Support the development and implementation of MICASSO Tile Plaza's professional Design Consultation Service.
• Conduct scheduled design consultation sessions.
• Prepare for consultations by reviewing customer information, floor plans, photographs, and requirements.
• Maintain consultation appointments and records.
• Document design recommendations made to customers.
• Provide recommendations to Sales Consultants for quotation and follow-up.
• Participate in customer workshops, special consultation days, design events, and showroom activities.

CUSTOMER FOLLOW-UP

• Maintain accurate records of customer consultations.
• Record products, concepts, and combinations recommended during consultations.
• Share recommendations with Sales Consultants for quotation and follow-up.
• Support follow-up consultations where customers require additional design clarification.
• Track selected projects through to final product selection where possible.
• Document successful customer projects for portfolio and marketing purposes.

SHOWROOM INSPIRATION & CUSTOMER EXPERIENCE

• Continuously identify opportunities to make MICASSO Tile Plaza more inspirational and customer-focused.
• Recommend and develop:
• Room-set concepts
• Tile combinations
• Lifestyle installations
• Product pairings
• Display stories
• Colour stories
• Seasonal design concepts
• Work closely with Marketing and Plaza teams to improve product presentation.
• Ensure showroom displays demonstrate how customers can use MICASSO products in complete spaces rather than simply displaying individual tiles.
• Contribute to creating an engaging and inspirational customer experience.

MICASSO PRODUCT EXPERTISE

Develop strong knowledge of the MICASSO product portfolio, including:

• Product ranges
• Sizes
• Finishes
• Textures
• Technologies
• Design inspirations
• Applications
• Complementary products
• Product performance and suitability
• Understand differences between product technologies and recommend appropriate products according to customer requirements.
• Stay informed about newly launched MICASSO products.
• Incorporate new products into customer recommendations, concepts, and showroom displays.

DESIGN & MARKET TREND INTELLIGENCE

• Keep up to date with interior design, architectural, and lifestyle trends.
• Monitor developments in:
• Colours
• Materials
• Textures
• Wood-look surfaces
• Stone and marble looks
• Large-format surfaces
• Bathroom design
• Kitchen design
• Residential design
• Commercial design
• Translate relevant trends into practical MICASSO product recommendations.
• Share useful design insights with Sales and Marketing teams.

CONTENT & MARKETING SUPPORT

Provide professional design expertise to support MICASSO marketing initiatives.

Contribute ideas and content for:

• Design tips
• Product pairing content
• Room inspiration
• Educational videos
• Product demonstrations
• Trend content
• Customer design guides
• Social media content
• Showroom events and workshops

Support Marketing in ensuring that design-related communication is professional, credible, visually appealing, and relevant to customers.

PROJECT PORTFOLIO

• Maintain a portfolio of completed customer concepts and projects.
• Document:
• Before/after concepts
• Mood boards
• Customer spaces
• Product combinations
• Visualizations
• Completed installations where available
• Identify strong customer projects that may be developed into MICASSO case studies or marketing content, subject to appropriate customer approval.

QUALIFICATIONS & EXPERIENCE

Education

• Bachelor's Degree or Diploma in Interior Design, Interior Architecture, Spatial Design, Architecture, or a related discipline.
• Formal training in architectural/interior visualization is an added advantage.

Experience

• Minimum 3–5 years of practical interior design experience.
• Experience in a customer-facing design environment is highly preferred.
• Experience in residential interior design is strongly preferred.
• Experience working with tiles, surfaces, kitchens, bathrooms, furniture, sanitaryware, finishes, or building materials is an added advantage.
• Experience conducting direct customer design consultations.
• Demonstrable experience creating mood boards, material combinations, space concepts, and visualizations.
• Experience supporting retail or showroom customers is highly desirable.