Customer Service Officer

About the role

As a Customer Service Officer at DNA Brands Co Pte Ltd, you will play a pivotal role in providing exceptional customer service and support to our valued clients. Joining our team in the Central Region, you will be responsible for handling customer inquiries, resolving issues, and ensuring a positive brand experience. This full-time position is an excellent opportunity to develop your customer service skills and contribute to the success of our growing business.

About us

DNA Brands Co Pte Ltd is a leading provider of high-quality products and services in the Central Region. Since our establishment, we have built a reputation for excellence and innovation, constantly striving to exceed the expectations of our customers. Our team of dedicated professionals is committed to delivering exceptional customer experiences and driving the growth of our business. Join us on this exciting journey and be a part of our success story.

Main Duties, Roles and Responsibilities

A Customer Service Officer role reporting to the Customer Experience Manager typically focuses on ensuring, excellent customer interactions, handling inquiries, resolving issues, and improving overall customer satisfaction.

Here are the key roles and responsibilities:

Roles & Responsibilities:

1. Customer Interaction & Support

. Serve as the first point of contact for customers via phone, email, chat, digital platforms or in-person.

. Provide accurate information about products, services, and company policies.

. Handle customer inquiries, complaints, and requests in a professional manner.

. Escalate complex issues to the Customer Experience Manager or relevant departments.

2. Order & Service Management

. Process customer refunds, exchanges, and orders efficiently.

. Track and follow up on service requests and ensure timely resolution.

. Coordinate with logistics, sales, and technical teams to fulfill customer needs.

3. Customer Satisfaction & Experience Improvement

. Gather customer feedback and report trends or recurring issues.

. Proactively suggest process improvements to enhance customer experience.

. Maintain a positive and empathetic approach when dealing with customers.

4. Documentation & Reporting

. Maintain accurate records of customer interactions and transactions.

. Prepare reports on customer service performance and key issues.

. Assist in compiling customer feedback for analysis by the Customer Experience Manager.

5. Training & Compliance

. Stay updated on company products, policies, and service protocols.

. Ensure compliance with company guidelines and industry standards.

. Participate in training sessions to improve customer service skills.

Professional Experience

• Minimum 2 years in a similar position of customer service/relations
• Experience in similar industry

Education

• PC skills - good command of outlook and excel
• Course in customer service -will be considered an advantage
• Course in sales - will be considered an advantage

Language

• English very good command
• Mandarin very good command

Skills and qualifications

• Excellent customer service
• Interpersonal skills
• Attention to details
• Negotiation skills
• Ability to have difficult conversations
• Ability to handle challenging customer requests
• Problem solver ability to reach win win solutions
• Hardworking, well-disciplined and self-motivated
• Good planning skills and well organized
• Positive attitude
• Able to do work with minimal supervision
• Agility and flexibility
• Fast learner and goal oriented
• Ability to work with PC, Computerized Systems
• Ability to work in a fast-paced retail environment is desirable
• Can work overtime, weekend, retail hours, when required