[ref. n10358016] Choa Chu Kang - Senior / Customer Service Officer

About the role

Your keen attention to detail and strong communication skills will be instrumental in addressing customer inquiries and resolving any issues in a timely and efficient manner.

• Maintains and attracts potential customers by handling inbound sales and customer communication (emails, calls, click-to-chat) relating to service status or challenges, concerns, issues within the network
• Handles inbound sales and customer communication (calls, emails, click to chat) in the processing, expediting, and troubleshooting of customer orders.
• Owns the customer request and experience from initiation to conclusion.
• Researches and resolves customer issues, expedites back orders, handles requests for returns and other special requests.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Proactively interacts with outside sales force to ensure regular communication on pricing and other customer concerns.
• Provides high-level, quality service, closely aligned with sales, to enable sales growth.
• Follows up with Sales team, suppliers, and customers on any outstanding issues.
• Makes recommendations on areas for process improvement.
• Make decisions based on policies and past precedence, seeking guidance as necessary.
• Accountable to performance metrics such as schedule adherence, productivity standards and quality standards.

• Minimum 2 years of experience in a customer service or client-facing role
• Excellent verbal and written communication skills in English & Chinese for Chinese-speaking associates
• Strong problem-solving and critical thinking abilities
• Proficient in using customer service software and databases
• Demonstrated ability to work effectively in a team environment
• A passion for delivering exceptional customer experiences