Customer Service Officer
Job Summary
The Customer Service Officer will handle frontline inquiries, provide product support for medical devices, and assist with retail showroom operations. This role involves coordinating care services, managing customer records, and ensuring high-quality after-sales support. The position requires a customer-centric individual capable of maintaining a professional environment and managing administrative tasks effectively.
Responsibilities
- Handle customer inquiries and after-sales support.
- Provide technical guidance on medical devices.
- Manage showroom inventory and retail operations.
- Coordinate care services and administrative tasks.
- Ensure compliance with healthcare regulations and PDPA.
Required Skills
- Diploma or Degree in relevant field.
- 1-3 years of customer service experience.
- Proficiency in health-tech hardware.
- Excellent English communication skills.
- Ability to work retail shift rosters.
Job Details
Key Responsibilities:
1. Customer Support & Inquiry Management
- Handle frontline customer inquiries via phone, email, WhatsApp, and physical walk-ins in a professional, warm, and timely manner.
- Provide accurate product information and basic technical guidance on BUZUD medical devices (e.g., explaining how CGMS sensors track glucose or how to operate oxygen concentrators).
- Assist customers with order processing, product returns, warranty claims, and after-sales support.
- Manage customer feedback, complaints, and service requests, ensuring efficient resolution within agreed company timelines.
- Accurate maintenance and updating of customer interaction records in the CRM system.
2. Retail Operations & Showroom Support
- Maintain an immaculate, welcoming, and premium environment on the showroom floor in line with BUZUD’s brand standards.
- Prepare, scan, and arrange display items daily for merchandising and operational purposes.
- Manage showroom inventory, ensuring sufficient stock levels on the retail floor and timely replenishment from the stockroom.
- Assist existing customers with hands-on troubleshooting, hardware calibration queries, or connecting devices to mobile health apps.
3. Care Coordination & Administration
- Liaise with the Sales, Operations, and Technical Support teams to resolve complex customer and device issues seamlessly.
- Coordinate oxygen concentrator rentals, delivery confirmations, and collections with hospitals, next-of-kin, and AIC (Agency for Integrated Care).
- Perform general administrative and ad-hoc duties, including filing, managing cash/cashless transactions via the POS system, and compiling simple operational data.
4. Compliance & Continuous Improvement
- Ensure strict compliance with company policies, healthcare regulations, and PDPA requirements regarding sensitive customer health data.
- Identify and suggest process or service improvement initiatives to enhance the patient/customer experience.
- Identify and recommend suitable upselling or cross-selling opportunities (e.g., health accessories or consumables) where appropriate.
Requirements & Qualifications
- Education: Diploma or Degree in Business, Customer Service, Healthcare Management, or a related field.
- Experience: 1 to 3 years of experience in retail sales, hospitality, or frontline customer service. Prior experience in healthcare, medical device environments, consumer electronics, or wellness retail is a significant advantage.
- Tech Savviness: High comfort level learning, operating, and explaining health-tech hardware and mobile applications to users of varying tech backgrounds (especially the elderly).
- Communication Skills: Excellent interpersonal and communication skills. Fluency in English is required; the ability to speak a second language (e.g., Mandarin, Malay, or local dialects) is a plus to better serve our diverse demographic.
- Work Schedule: Ability to work a 5.5-day work week, including one weekend day (Saturday or Sunday) based on retail shift rosters.
- Attributes: A customer-first mindset, patience, empathy, and the ability to multitask calmly in a fast-paced retail environment.