Customer Service Associate (Promoter)

ROFFE INTERNATIONAL HOLDINGS PTE. LTD.; Singapore; On-site; SGD 36,000 - 60,000; Full time

Job summary

ROFFE INTERNATIONAL HOLDINGS PTE. LTD. in Singapore seeks a Customer Support & Operations specialist to respond to inquiries via phone, email, live chat, WhatsApp, and social channels, and to guide users on BUZUD devices.

The role also involves order processing, CRM updates, product demonstrations where applicable, and collaboration with technical and warehouse teams to resolve issues, with an emphasis on empathy and patient service.

Qualifications

• Diploma or equivalent qualification (O- Level / A-Level accepted).
• 1–3 years in customer service, retail, or call center; healthcare/medical devices experience a plus.
• Excellent communication and interpersonal skills with a customer-first attitude.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, live chat, WhatsApp, and social media channels.
• Assist customers with product usage guidance, order tracking, returns, exchanges, and warranty registration.
• Process sales orders, issue invoices, and update customer accounts in the CRM system accurately.
• Develop in-depth knowledge of BUZUD’s medical and healthcare devices (e.g., blood glucose meters, ECG monitors, oxygen concentrators, continuous glucose monitors).
• Guide customers through device setup, mobile app pairing, basic troubleshooting, and maintenance.
• Investigate and resolve product complaints, service delays, or billing inquiries with patience and empathy.
• Coordinate with technical, warehouse, and repair teams to handle defective units or complex technical issues.
• Document customer feedback, recurring issues, and defect reports to support continuous product improvement.
• Welcome walk-in customers at BUZUD experience centers or retail outlets.
• Provide product demonstrations and assist with over-the-counter purchases.

Skills

Active listening

Empathy

Problem-solving

Customer-first mindset

Education

Diploma or O-Level / A-Level

Tools

CRM system

Job description

Key Responsibilities

Customer Support & Operations

• Respond promptly and professionally to customer inquiries via phone, email, live chat, WhatsApp, and social media channels.

• Assist customers with product usage guidance, order tracking, returns, exchanges, and warranty registration.

• Process sales orders, issue invoices, and update customer accounts in the CRM system accurately.

Product & Technical Guidance

• Develop in-depth knowledge of BUZUD’s medical and healthcare devices (e.g., blood glucose meters, ECG monitors, oxygen concentrators, continuous glucose monitors).

• Guide customers through device setup, mobile app pairing, basic troubleshooting, and maintenance.

Issue Resolution & Escalation

• Investigate and resolve product complaints, service delays, or billing inquiries with patience and empathy.

• Coordinate with technical, warehouse, and repair teams to handle defective units or complex technical issues.

• Document customer feedback, recurring issues, and defect reports to support continuous product improvement.

Retail & Showroom Support (If Applicable)

• Welcome walk-in customers at BUZUD experience centers or retail outlets.

• Provide product demonstrations and assist with over-the-counter purchases.

Requirements & Qualifications

• Education:Diploma or O-Level / A-Level qualification (or equivalent experience).

• Experience:1–3 years of experience in customer service, retail, or call center environments (experience in healthcare, medical devices, consumer electronics, or retail pharmacy is a strong plus).

• Attributes:Excellent active listening, empathy, problem-solving skills, and a patient, customer-first mindset.