Customer Service Officer

Responsibilities: - Make outbound calls and respond to inbound enquiries, introducing latest promotions to maximize take-up. - Respond to customer inquiries via phone, email, and chat in a professional manner, in both English and Chinese. - Schedule service appointments and follow up with customers. - 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 service experience. - Update activity reports and maintain accurate records of customer interactions. - Assist in ad hoc administrative duties. Requirements: - Singaporean, Permanent Resident, or candidates with full working rights for Singapore. - Fluency in English and Chinese (speaking, reading, and writing) to liaise with Chinese-speaking customers. - Proficiency in MS Word and MS Excel. - Minimum 1 year of customer service or telemarketing experience. - Skilled in negotiation, attentive listening, identifying needs, and handling agitated customers. - Minimum GCE ‘N’ Level. - Ability to commit to retail hours (Tuesday to Saturday, 11am – 8pm). - Sense of urgency and ability to work independently with minimal supervision. - Strong teamwork, positive attitude, and willingness to learn.