Position Overview: A Customer Service Officer is responsible for providing high-quality service to customers by addressing their inquiries, resolving issues, and ensuring overall customer satisfaction. This role involves interacting with customers through various channels, including phone, email, and in-person, to deliver exceptional service and support. The Customer Service Officer plays a key role in building and maintaining positive relationships between the company and its customers.
We welcome anybody with any number of years of experience to send your resume. For faster response, you may kindly send your resume to +65 98809661
Key Responsibilities:
- Customer Interaction: Respond to customer inquiries promptly and professionally via phone, email, or in person.
Provide accurate information about products, services, and company policies.
Address and resolve customer complaints or issues efficiently and empathetically.
- Problem Resolution: Investigate and resolve customer problems or concerns, escalating issues when necessary.
Follow up with customers to ensure their issues are resolved and they are satisfied with the outcome.
Document customer interactions, complaints, and resolutions in the customer relationship management (CRM) system.
- Order Processing: Assist customers with placing orders, tracking shipments, and processing returns or exchanges.
Ensure that orders are processed accurately and in a timely manner.
Coordinate with other departments, such as logistics or sales, to fulfill customer requests.
- Customer Relationship Management: Build and maintain positive relationships with customers, ensuring repeat business.
Provide feedback to the management team on customer needs, preferences, and concerns.
Participate in customer satisfaction surveys and contribute to continuous improvement efforts.
- Administrative Duties: Maintain customer records and update them regularly in the CRM system.
Prepare reports on customer service activities, such as response times, resolutions, and customer feedback.
Assist in the development and implementation of customer service policies and procedures.
- Training and Development: Stay informed about product or service updates, company policies, and industry trends.
Participate in ongoing training to improve customer service skills and product knowledge.
Mentor and train new customer service representatives as needed.
Requirements:
Education and Experience:
- High school diploma or equivalent
- Proven experience as a Customer Service Officer, Representative, or in a similar customer-facing role.
Skills and Competencies:
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and a proactive approach to customer issues.
- Ability to remain calm and professional in challenging situations.
- Proficiency in using CRM software, Microsoft Office Suite, and other relevant tools.
- Strong organizational skills and attention to detail.
- Ability to work independently and as part of a team.
- Empathy and a customer-focused mindset.
- Willingness to learn
Additional Requirements:
- Ability to handle a high volume of customer interactions in a fast-paced environment.
Preferred Qualifications:
- Experience in a specific industry relevant to the company’s products or services.
- Multilingual abilities, depending on the customer base.
- Knowledge of conflict resolution techniques and customer service best practices.
