Customer Service Officer Executive

Responsibilities: - Process customer orders, returns, refunds, and service requests accurately and timely. - Maintain and update customer records in the CRM system to ensure data accuracy. - Support system changes related to customer service to align with organizational and system requirements. - Respond professionally to customer inquiries and complaints, providing solutions and follow-up to ensure timely resolution. - Compile and report weekly and monthly customer service data for management review. - Analyze customer service data, feedback, and trends across platforms and present findings clearly to stakeholders. - Review and propose improvements to department processes to enhance efficiency and service quality. - Assist in executing departmental targets and operational goals effectively. - Develop and update training content and materials for customer service officers (CSOs) and ensure training checklists are current. - Perform other duties as assigned to support team and organizational objectives. Preferred competencies and qualifications: - GCE O Level, Diploma, or other relevant qualifications with at least 2 years of experience in manufacturing or semiconductor environments. - Proficiency in Microsoft Office applications to support reporting and data analysis. - Experience using SAP or Epicor systems is an advantage. - Knowledge of customer service best practices and continuous improvement mindset to enhance quality, productivity, and customer satisfaction.