The Position
This position is responsible for overseeing the daily operations of the customer service team, ensuring exceptional service delivery, and fostering a positive team environment. Supporting Eye care Practitioner (ECP) by addressing any concerns and feedback may have with empathy and professionalism.
Major Responsibilities
Supervisory
- Oversee and supervise a team of assigned customer service officers and ensures comply with company guidelines particularly related to quality of service.
- Improve Customer Service Officers communication skills by conducting training on Hoya’s ophthalmic lenses and optics related topics.
- Proficiency with all the in-house systems and tools, provide training and coaching to Customer Service Officers.
- A point of contact for demanding customer inquiries or complaints that require escalation beyond the Customer Service Officers.
- Coordinate daily workload with customer service team according to operation plan.
- Continuously review standard operating processes and workflows to identify ways to improve and increase customer satisfaction.
Customer Service
- Manage incoming phone calls, identify, and assess customer’s needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Resolve product or service problems by clarifying customer’s complaint, determining the cause of problem, and explaining the best solution to solve the problem, expediting correction or adjustment, and follow up to ensure resolution.
- Handling reports related to complaints, feedback and product issues from internal and external.
- Ensure all orders are entered in a timely, efficient, and accurate manner.
Back-end Processing
- Receive and process incoming orders through phone calls, emails, fax, and online ordering system. And ensure that customer orders are processed in an efficient, accurate and timely manner.
- Ensure proper tracking on all the orders, liaise with factory, and updates customer on the estimated delivery timing.
- Coordinate & liaise closely with various internal departments & external parties to ensure timely service delivery for customers
Others
- Other duties may be assigned as business needs arise.
Qualifications
Education:
- Diploma in Optometry or equivalent
Experience:
- Preferred 2 years of relevant working experience in optical retails
- Familiar with the use of Microsoft Office products (e.g.: Word, Excel & PowerPoint)
- Customer service experience is an advantage
- Supervising experience is an advantage
Behavioral attributes:
- Strong phone contact handling skills and active listening.
- Strong problem-solving ability
- Ability to work in a fast-paced environment.
- A team player with great interpersonal skills.
- Positive attitude.
Others:
- Able to work overtime (as needed based on business requirements)
- 5.5 days’ work week (alternate Saturday):
- Mon, 9.00am – 7.00pm
- Tues – Fri, 9.00am – 5.30pm
- Sat, 9.00am – 1pm
