Customer Service Excellence Officer (Boon Lay)

GOURMETZ PTE. LTD.; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading catering company in Singapore is seeking a customer support representative to handle inquiries and resolve complaints. The ideal candidate will have a high school diploma, excellent communication skills in both English and Mandarin, and experience in customer service. This role requires flexibility to work on weekends and public holidays in a 5-day work week.

Qualifications

• Ability to communicate to all organization levels in English & Mandarin.
• Customer service experience required.
• Able to work on weekends and public holidays.

Responsibilities

• Handle incoming requests/enquiries from customers via various platforms.
• Maintain customer accounts and records of interactions.
• Resolve customer complaints and follow up to ensure resolution.

Skills

Communication skills

Customer service experience

Active listening

Bilingual in English & Mandarin

Education

High school diploma or equivalent

Job description

Job Description

• Handling of incoming requests/enquiries from customers via telephone, email, online chat, or any platform to provide support and information on buffet menu or service.
• Uses knowledge of buffet order, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Resolves problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or servicing; following up to ensure resolution.
• Liaise with delivery team to address customer request and concerns with regards to delivery.
• Performing general administrative tasks
• Performs other related duties as assigned.

Requirements

• High school diploma or equivalent.
• Communication skills - ability to communicate to all organisation levels in English & Mandarin to communicate with Mandarin speaking counterparts.
• Customer service experience required.
• Excellent communication skills including active listening.
• Knowledge of, or ability to learn, product, service, or area of customer service specialization.
• Able to work on weekend and public holidays (when necessary)
• 5 days work week (Wednesday - Sunday 10.00am - 7.30pm)