Customer Service Officer
Job Summary
The Customer Service Officer will manage inbound and outbound customer communications to support marketing promotions and service appointments. This role involves addressing inquiries, resolving complaints professionally, and maintaining accurate service records. The candidate will work in a team-based environment to enhance customer loyalty and operational efficiency.
Responsibilities
- Manage outbound and inbound customer calls
- Handle inquiries via phone, email, and chat
- Schedule and follow up on appointments
- Resolve customer complaints and service recovery
- Maintain activity reports and interaction records
Required Skills
- Fluent in English and Chinese
- Proficiency in MS Word and Excel
- 1+ year of CS or Telemarketing experience
- Strong negotiation and listening skills
- Ability to work retail hours
Job Details
Responsibilities:
- Make outbound calls to customers and respond to inbound enquiries from leads, providing introductions to the latest promotions.
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner, in both English and Chinese.
- Schedule service appointments and follow up on customer interactions.
- Identify and escalate complex issues to appropriate departments for resolution.
- Collaborate with team members to improve policies and customer service processes.
- Address customers’ complaints, conduct first-level investigations, and work with the service team on service recovery.
- Build customer loyalty and retention by delivering a unique customer service experience.
- Update activity reports for tracking, monitoring, and follow-up.
- Maintain accurate records and reports on customer interactions and feedback.
- Assist in ad hoc administrative duties.
Requirements:
- Singaporean, Permanent Resident, or candidates with full working rights for Singapore.
- Must be able to converse fluently, read, and write in English and Chinese.
- Must be proficient in MS Word and MS Excel.
- At least 1 year of customer service or telemarketing experience.
- Skilled in negotiation, attentive listening, identifying needs, and remaining composed with agitated customers.
- Minimum GCE ‘N’ Level.
- Able to commit to retail hours (Tuesday to Saturday, 11 am – 8 pm).
- Requires a sense of urgency and ability to work independently with minimal supervision.
- Good team player with a positive attitude and willingness to learn.