Customer Service Officer

Ecsal Technologies Pte Ltd; Hong Kong; On-site; HKD 167,000 - 391,000; Full time

Job summary

Ecsal Technologies Pte Ltd is seeking a customer service professional to manage inquiries, orders, and service requests, while maintaining strong relationships with customers and internal teams.

The role emphasizes timely communications, documentation, and compliance with policies, with opportunities to liaise with Chinese-speaking customers. Fluency in English is essential, and Chinese language skills are an advantage.

Qualifications

• Bachelor’s Degree or Diploma in Business Administration, Engineering, Operations Management or related field.
• Minimum 3 years of relevant working experience in a customer service role.
• Experience in machinery, equipment or technical service industry will be an added advantage.
• Strong command of spoken and written English.
• Able to speak and write Chinese is an added advantage (to liaise with Chinese-speaking customers and associates).
• Customer-focused mindset and excellent communication skills.
• Independent and resourceful with strong problem-solving skills.
• Good people management skills, with the ability to manage conflicts, build consensus and align with multiple stakeholders.
• Strong multi-tasking, organizational and time-management skills in a fast-paced environment.
• High self-drive, meticulous and good analytical skills.
• Able to work after office hours when required (for urgent customer support).

Responsibilities

• Ensure good customer service through professional and timely handling of customers’ enquiries, orders, quotations, service requests, concerns and escalations.
• Proactively communicate orders and shipment status updates, risks advice and recommendations to customers as well as senior management.
• Coordinate closely with internal departments to ensure timely orders fulfilment and resolution of customer issues.
• Build and maintain strong relationships with customers, internal departments and senior management.
• Maintain accurate and detailed documentation including customer reports and operational records.
• Ensure compliance with company and customer policies, quality standards and regulatory requirements.

Skills

Customer service

Communication

Problem solving

People management

Conflict management

Time management

Organizational skills

Analytical skills

Self-drive

Attention to detail

Chinese language

Education

Bachelor’s Degree or Diploma

Job description

Responsibilities:

• Ensure good customer service through professional and timely handling of customers’ enquiries, orders, quotations, service requests, concerns and escalations.

• Proactively communicate orders and shipment status updates, risks advice and recommendations to customers as well as senior management.

• Coordinate closely with internal departments to ensure timely orders fulfilment and resolution of customer issues.

• Build and maintain strong relationships with customers, internal departments and senior management.

• Maintain accurate and detailed documentation including customer reports and operational records.

• Ensure compliance with company and customer policies, quality standards and regulatory requirements.

Requirements:

• Bachelor’s Degree or Diploma in Business Administration, Engineering, Operations Management or related field.

• Minimum 3 years of relevant working experience in a customer service role.

• Experience in machinery, equipment or technical service industry will be an added advantage.

• Strong command of spoken and written English.

• Able to speak and write Chinese is an added advantage (to liaise with Chinese-speaking customers and associates).

• Customer-focused mindset and excellent communication skills.

• Independent and resourceful with strong problem-solving skills.

• Good people management skills, with the ability to manage conflicts, build consensus and align with multiple stakeholders.

• Strong multi-tasking, organizational and time-management skills in a fast-paced environment.

• High self-drive, meticulous and good analytical skills.

• Able to work after office hours when required (for urgent customer support).