Job Description
The Customer Service Officer will be the first point of contact for customers, providing a friendly and professional service. This role is crucial in maintaining our company's reputation and ensuring customer satisfaction. The officer will handle a high volume of calls, offering accurate and timely assistance, and ensuring a smooth customer journey.
Responsibilities:
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.
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.
The Stakeholders
The following are the key stakeholders for this position:
• Edging Department
• Warehouse Department
• Delivery Department
Qualifications
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 Orientation
o 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 overtime
o 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)
