Customer Service Officer is responsible for managing and addressing customer inquiries, orders, and concerns to ensure a positive customer experience. Plays a crucial role in maintaining positive customer relationships, resolving issues, and ensuring customer satisfaction, contributing significantly to the company's reputation and success.
Job Responsibilities:
- Handle incoming customer inquiries, orders, & complaints via various communication channels (phone, email, chat) promptly & professionally
- Process customer orders accurately & efficiently, ensuring timely delivery & adherence to order specifications & company Standard Operating procedures & policies
- Demonstrate a deep understanding of the company's food products, their features, uses, & benefits to effectively assist customers & provide relevant information
- Address customer concerns, complaints, or issues regarding product quality, delivery, or service, & work to resolve them promptly while maintaining a positive customer relationship
- Maintain accurate records of customer interactions, transactions, complaints, & resolutions using customer relationship management (CRM) software or databases
- Act as a liaison between customers & other departments (such as sales, production, or logistics) to ensure efficient handling of customer inquiries or issues
- Collect & document customer feedback, suggestions, or complaints to provide insights for improvement in products or services
- Identify recurring customer issues or trends & collaborate with the relevant departments to improve processes and enhance customer satisfaction
- Build & maintain positive & long-term relationships with customers, providing exceptional service to enhance loyalty & retention
Job Requirements
- Minimum GCE “O” level
- Minimum 1 year customer service experience
- Experience in customer service, preferably in the food production or related industry.
- Adequate communication skills, both verbal and written.
- Interpersonal skills and ability to handle challenging situations with empathy and professionalism.
- Proficiency in using CRM software or customer service tools will be an advantage.
- Detail-oriented with good organisational and multi coping abilities.
- Knowledge of food products, ingredients, and their uses (preferred but not mandatory).
- Ability to work efficiently in a fast-paced environment and handle high call volumes.
- 5 days work week. Willing to work on roster shift.
