Customer Service Associate

Roffe International Holdings Pte. Ltd.; Região Norte; On-site; BRL 28,000 - 42,000; Full time

Job summary

Roffe International Holdings Pte. Ltd. seeks a customer support specialist to handle omnichannel inquiries, educate customers on BUZUD products, and assist walk-in clients in showrooms.

You will also process orders, track shipments, manage returns, and coordinate with logistics and warranty teams, while maintaining CRM records and compliance with medical device handling standards.

Qualifications

• Fluent in English and Mandarin (spoken and written).
• Experience with CRM software, MS Office; comfortable with e-commerce portals.

Responsibilities

• Respond to inquiries via phone, email, live chat, and social channels.
• Educate customers on BUZUD products and basic troubleshooting.
• Assist walk-in customers with demonstrations, sales, or exchanges.

Skills

Fluency in English and Mandarin

Education

GCE O' Level

A' Level

Higher Nitec

Diploma in Business/Hospitality/Communications

Tools

CRM software

MS Office

E-commerce portals (Shopee, Lazada, website)

Job description

Key Responsibilities

1. Direct Customer Support

• Omnichannel Inquiries:Respond promptly and professionally to customer inquiries via phone,email,live chat,social media,and messaging platforms (WhatsApp/WeChat).

• Product Education:Assist customers with basic operating instructions,troubleshooting,and product recommendations for BUZUD healthcare products (e.g.,blood pressure monitors,glucose meters,oxygen concentrators,smart wearables).

• Walk-In Service:Greet and assist walk-in customers at BUZUD showrooms,providing product demonstrations and handling basic sales or exchanges.

2. Order Management & After-Sales

• Order Processing:Assist in processing customer orders,tracking shipments,and coordinating with the logistics/warehouse team for smooth delivery.

• Returns & Warranties:Handle product exchanges,warranty registrations,and basic defect triage before escalating to technical service teams.

• Feedback Handling:Collect customer feedback,address complaints with empathy,and resolve issues within company guidelines.

3. Administrative & Compliance Support

• CRM Updates:Maintain accurate records of customer interactions,tickets,and sales logs in the CRM system.

• Standard Compliance:Adhere to medical device customer handling standards and local regulatory requirements (e.g.,HSA guidelines regarding product support claims).

• Ad-Hoc Support:Assist the customer experience and operations managers with administrative tasks or special retail promotional events.

Requirements & Qualifications

• Education:GCE 'O' Level,'A' Level,Higher Nitec,or Diploma in Business,Hospitality,Communications,or a related field.

• Experience:1–3 years of experience in customer service,retail sales,or call center operations.Experience in healthcare,consumer electronics,or medical technology retail is a strong plus.

• Skills & Competencies:

  • Fluency in English and Mandarin (spoken and written) to support a diverse regional customer base.

  • Basic computer literacy and familiarity with CRM software,e-commerce portals (Shopee,Lazada,website),and MS Office.

  • Strong active listening,empathy,and clear verbal communication skills.

• Attributes:Patient,solution-oriented,polite,and adaptable to handling difficult situations with care.