Customer Service Officer
Job Summary
The Customer Service Officer is responsible for managing incoming calls and providing professional customer support. This role involves processing customer orders accurately and resolving service-related issues to ensure satisfaction. Additionally, the position requires coordination with internal departments to maintain operational efficiency.
Responsibilities
- Manage incoming customer calls and inquiries
- Process orders and track deliveries
- Resolve product or service issues
- Coordinate with internal/external departments
- Assist with basic warehouse and invoicing tasks
Required Skills
- 1 year customer service experience
- GCE O level education
- Strong phone communication skills
- Microsoft Office proficiency
- Ability to multitask in fast-paced environment
Job Details
Responsibilities:
Customer Service:
- Manage incoming phone calls, identify, and assess customer needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Resolve customer product or service issues by identifying concerns, determining root causes, providing effective solutions, and ensuring timely follow-up for complete resolution.
- Escalate customer problems and feedback to supervisor or the appropriate support teams to help improve service levels.
Back-end Processing:
- Receive and process incoming orders via phone, email, fax, and online ordering systems, ensuring orders are handled accurately and efficiently.
- Ensure proper tracking on orders, liaise with the factory, and update customer on estimated delivery timelines.
- Coordinate & liaise closely with internal departments & external parties to ensure timely delivery and smooth operations.
- Provide cross-functional support by assisting with basic warehouse tasks, including lens picking and invoicing, to support overall operational efficiency.
Others:
- Go the extra mile to engage and delight customers.
- Perform other duties as assigned to support business needs.
Qualifications:
- Education: GCE ‘O’ level.
- Experience: 1-year proven experience in customer service; Optical experience is an advantage.
- Behavioral attributes: Ability to work in fast-paced environment; Ability to multi-task, prioritize, and manage time effectively; Strong phone contact handling skills and active listening; Customer Orientation; Ability to adapt and respond to different types of customers; A team player with great interpersonal skills; Positive attitude.
- Skills: Basic Microsoft Office skills.
- Working hours: Able to work overtime; 5.5 days’ work week in alternate shifts (Mon: 9am-7pm, Tues-Fri: 9am-6pm, Sat: 9am-2pm, Sun: 9am-6pm).