Customer Service Executive

W NETWORK PRIVATE LIMITED; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A regional distributor of electronics in Singapore seeks a Customer Service Representative to manage customer inquiries and support order processing. The ideal candidate should have experience in customer service, at least an O-Level or Nitec qualification, and strong communication skills in English and Mandarin. This role involves addressing customer feedback and resolving technical issues, contributing to performance reporting, and improving service quality. Competitive salary and immediate placement available.

Qualifications

• Prior experience in customer service is preferred.
• Ability to thrive in a fast-paced and dynamic environment.
• Passion for delivering great customer experiences.

Responsibilities

• Handle customer inquiries and complaints regarding products and services.
• Manage order-related activities and resolve payment-related issues.
• Address and resolve technical issues and delivery complications.
• Monitor customer reviews and feedback across platforms.
• Maintain and submit weekly performance reports for service quality.

Skills

Strong communication skills in English

Proficient in Mandarin

Problem-solving abilities

Attention to detail

Education

O-Level or Nitec qualification

Tools

Microsoft Office

Google Workspace

Job description

Company Overview

W Network Private Limited is a regional distributor and retailer of Roborock vacuums, smart mobile devices, and lifestyle electronics across Asia. Headquartered in Singapore, we are committed to bringing innovative and quality products to consumers throughout the region.

Full-Time | SGD 2,500 – SGD 3,300

Key Responsibilities

Customer Inquiry Management

• Handle customer inquiries, complaints, and requests regarding products, services, shipping, returns, and company policies.
• Respond promptly through multiple communication channels (email, live chat, telephone, social media, etc.), with priority given to urgent issues.
• Participate in internal team discussions to identify and implement service improvements.

Order and Transaction Processing

• Manage order-related activities, including placements, cancellations, refunds, and exchanges.
• Resolve payment-related issues accurately and efficiently.
• Review and analyse recurring customer issues to identify trends and recommend solutions.

Issue Resolution and Troubleshooting

• Address and resolve technical issues, delivery complications, and product-related complaints.
• Track and resolve error shipments, installation/access errors, and coordinate with relevant departments for timely solutions.
• Escalate unresolved or complex cases to the appropriate internal teams or management.

Review and Feedback Management

• Monitor customer reviews and feedback across platforms, responding in a timely and professional manner.
• Proactively manage negative feedback, aiming to convert dissatisfied customers into positive experiences through empathy and practical solutions.
• Identify customer feedback trends and provide recommendations for service enhancements.

Performance Reporting and Process Improvement

• Maintain and submit weekly performance reports, including response times, resolution rates, and customer satisfaction scores.
• Recommend process optimizations, system improvements, or tool upgrades to enhance service quality.

What We're Looking For

• Prior experience in customer service is preferred
• Minimum O-Level or Nitec qualification
• Strong communication skills in both English and Mandarin (to liaise with Mandarin-speaking customers)
• Ability to thrive in a fast-paced and dynamic environment
• Excellent problem-solving and critical thinking abilities
• Strong attention to detail and a passion for delivering great customer experiences
• Proficient in Microsoft Office and Google Workspace

Ready to Apply?

Send your CV/Resume to [e-mail] or WhatsApp us directly at [phone]

Immediate placement available – don’t miss out!