CUSTOMER SERVICE

TOP ONE WOOD PRODUCTS MANUFACTURING PTE. LTD.; Singapore; On-site; SGD 28,000 - 45,000; Full time

Job summary

TOP ONE WOOD PRODUCTS MANUFACTURING PTE. LTD. is seeking a responsive customer service professional to act as the primary contact with customers. You will answer inquiries, resolve issues, and handle orders, returns, and billing adjustments with accuracy and care.

The role requires clear communication, problem-solving, empathy, and proficiency with CRM software and phone systems. Training will cover product details and company policies, with escalation to senior teams as necessary.

Qualifications

• Clear verbal and written communication to explain product details and de-escalate tense situations.
• Strong problem-solving abilities to assess customer needs and provide policy-compliant resolutions.
• Calm, patient approach when dealing with upset customers and stressed callers.
• Proficiency using computers, telephony, and CRM systems to manage inquiries and records.
• Education typically requires a high school diploma or a relevant diploma with on-the-job training.

Responsibilities

• Answer customer inquiries via phone, email, live chat, or in-person channels.
• Diagnose service issues, empathize with clients, and provide effective solutions or refunds.
• Handle product orders, exchanges, returns, and billing adjustments accurately.
• Document all customer interactions, complaints, and account updates in the company database.
• Forward complex issues to senior teams or specialized departments as needed.

Skills

Communication

Problem-Solving

Empathy & Patience

Technical Proficiency

Education

High school diploma or diploma qualification

Tools

CRM software

Phone systems

Job description

customer service job description

outlines the duties, responsibilities, and skills required to act as the primary point of contact between a company and its customers

Key Responsibilities

• Answering Inquiries: Respond to customer questions via phone, email, live chat, or in-person channels.
• Resolving Complaints: Diagnose service issues, empathize with clients, and provide effective solutions or refunds.
• Processing Transactions: Handle product orders, exchanges, returns, and billing adjustments accurately.
• Maintaining Records: Document all customer interactions, complaints, and account updates in the company database.
• Escalating Issues: Forward complex technical problems or unresolved disputes to senior teams or specialized departments. [1, 2, 3, 4, 5, 6]

Required Skills and Qualifications

• Communication: Speak and write clearly to explain product details and de-escalate tense situations.
• Problem-Solving: Think critically to assess customer needs and find fast, policy-compliant resolutions.
• Empathy and Patience: Maintain a calm, positive attitude when dealing with upset or stressed callers.
• Technical Proficiency: Navigate computers, phone systems, and CRM (Customer Relationship Management) software.
• Education: Typically requires a high school diploma or a minimum diploma qualification, plus relevant on-the-job training. [1, 2, 3, 4, 5]