Customer Service Officer
This position is responsible for managing incoming calls, supporting customers by providing professional and helpful information, answering questions, responding to complaints, and processing customer orders accurately and efficiently.
The following is a detailed, but not exhaustive, listing of the hands-on tasks you will undertake in the role:
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.
- 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.
- Go the extra mile to engage and delight customers.
- Perform other duties as assigned to support business needs.
The Stakeholders
The following are the key stakeholders for this position:- Edging Department
- Warehouse Department
- Delivery Department
- Education: GCE ‘O’ level
Experience: o 1-year proven experience in customer service
o Optical experience is an advantage
Behavioral attributes: o Ability to work in fast-paced environment.
o Ability to multi-task, prioritize, and manage time effectively.o Strong phone contact handling skills and active listening.
o Customer Orientationo Ability to adapt and respond to different types of customers.
o A team player with great interpersonal skills.
o Positive attitude.
Others: o Basic Microsoft Office skills
o Able to work overtimeo 5.5 days’ work week in alternate:
- Mon, 9.00am – 7.00pm
- Tues – Fri, 9.00am – 6.00pm
- Sat, 9.00am – 2.00pm (rotating every 3 weeks)
- Sun, 9.00am – 6.00pm (rotating every 5 weeks)
In the healthcare field, we provide medical device products such as eyeglasses, medical endoscopes, contact and intraocular lenses, orthopedic implants, surgical/therapeutic devices and medical device reprocessing and disinfection solutions.
In the information technology field, we provide products such as optical lenses, photomasks and blanks used in the manufacturing process for semiconductor and LCD/OLED devices, text-to-speech, human resources and other software solutions and critical components for the mass memory and cloud storage industries.
With over 150 offices and subsidiaries worldwide, HOYA currently employs a multinational workforce of 37,000 people.
HOYA Vision Care: As a global leader in optical technology, HOYA Vision Care is dedicated to providing innovative vision care solutions for every stage of a patient’s life. A steadfast partner to Eye Care Professionals around the world, it stands at the forefront of optical excellence.With a global presence, consisting of 43 laboratories and a growing team of 20,000 employees, HOYA Vision Care delivers innovative lenses and other vision care solutions to millions of people in 110 countries.
We focus on a better tomorrow, today. You can become part of our story. HOYA Vision Care is the place where you can act according to your strengths and evolve according to your aspirations. It’s a place where you can shape the way you work, guided by our CLEAR Values, and empowered by generations of expertise.You can get involved in our sustainability initiatives and choose to become a One Vision ambassador. You can give back the gift of sight to people all over the world by deciding to work with us.
We welcome people who challenge us to become better, who share our sense of purpose and who embrace growth so that our vision and mission align. We invite you to find out more, and together we can continue to provide vision for a lifetime.
Driven by a passion for partnership as well as innovation, HOYA has been a partner to Eye Care Professionals for over 75 years, enabling them to give people the greatest gift, the gift of vision. We provide Eye Care Professionals with the lenses, consultation solutions and other services that help them to develop their practice while changing the way people see the world.We see them as visionaries, and everything we do is for them. Founded in Japan in 1941, today, HOYA has a presence in over 80 countries across the globe.
- Job Identification 2489
- Job Category 05. Customer Service & Customer Service Center Operations
- Posting Date 05/25/2026, 02:29 AM
- Locations No. 1, Toa Payoh Lorong 2, 319637, SG
- Qualification Level Upper Secondary Education
- Job Schedule Full time