Customer Service Officer, Singapore

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)