Customer Service Executive

SHAMIR ASIA PTE. LTD.; Singapore; On-site; SGD 33,000 - 54,000; Full time

Job summary

SHAMIR ASIA PTE. LTD. in Singapore seeks a dedicated Customer Service Executive to be the frontline for customers, ensuring inquiries and requests are resolved promptly with accuracy and efficiency.

You will handle omnichannel support, address issues, process orders, and escalate complex problems to the appropriate departments while maintaining product knowledge to advise customers effectively.

Qualifications

• Experience in a call centre, retail or help-desk environment is preferred.
• Strong verbal and written communication, professional tone.
• Empathy, patience and de-escalation skills for stressed customers.
• Able to multitask across chats and accounts while meeting targets.

Responsibilities

• Handle omnichannel customer inquiries via phone, live chat, and emails.
• Address inquiries, provide product information, or order updates.
• Process orders, refunds, exchanges, and cancellations per internal processes.
• Escalate complex issues to Technical Support, Finance, or Sales with clear notes.
• Maintain knowledge of products and policies to recommend suitable goods.
• Keep incoming and outgoing logistics organized and customers updated.

Skills

Customer service experience

Excellent communication

Empathy & de-escalation

Multitasking

Job description

We are seeking a dedicated and detail-oriented Customer Service Executive to join our team at Shamir Singapore. In this role, you will serve as the frontline contact for our customers, ensuring their inquiries, issues, and requests are resolved timely with accuracy and efficiency. Your goal is to deliver exceptional support across multiple communication channels, build sustainable relationships, and foster long-term brand loyalty.

Key duties and responsibilities

• Omnichannel Support: Interact directly with customers via phone calls, live chat, emails to address inquiries, provide product information, or order updates.
• Issue Resolution: Actively listen to customer complaints, identify the root cause of problems, and offer effective solutions or alternatives within reasonable time limits.
• Order & Account Management: Process product orders, refunds, exchanges, and cancellations accurately accordingly to internal process.
• Interdepartmental Escalation: Route complex or highly technical issues to the designated departments (e.g., Technical Support, Finance, Sales Rep) with documented notes for issue.
• Value-Added Support: Maintain expert knowledge of our company's evolving products, services, and policies to proactively recommend goods that benefit the customer's unique needs.
• Logistical support: Maintain an efficient and organised incoming and outgoing procedure to ensure orders are processed time and customer are updated timely.

Required Skills and Qualifications

• Experience: Prior customer service experience in a call centre, retail setting, or help-desk environment is highly preferred but not mandatory.
• Communication Skills: Exceptional verbal and written communication, with an ability to communicate clearly, professionally, and politely.
• Emotioniq Intelligence: Strong sense of empathy, patience, and de-escalation skills to handle stressed or frustrated customers calmly.
• Time Management & Multitasking: Ability to multi-task by managing multiple chat streams or customer accounts simultaneously while meeting core performance metrics.