Customer Service Officer

Surbana Consultants Pte Ltd – Kingdom of Saudi Arabia (KSA) branch; Singapore; On-site; SGD 27,900 - 42,408; Full time

Job summary

Surbana Consultants Pte Ltd – Kingdom of Saudi Arabia (KSA) branch is seeking a Customer Service Officer to deliver exceptional service to Bedok Heartbeat clients and residents. You will manage inquiries, resolve issues, and support order processing to ensure a smooth customer journey.

You will maintain accurate records in the CRM, collaborate across departments, collect feedback, and strive to meet KPIs for response time, resolution rate, and satisfaction.

Qualifications

• Minimum 3 GCE O Level passes or equivalent.
• Willingness to work on shifts and weekends.
• Strong communication skills, patience, and a customer-focused attitude.

Responsibilities

• Respond to customer inquiries via phone, email, chat, or in-person promptly and professionally.
• Provide accurate information on products, services, and policies.
• Handle orders, returns, and exchanges efficiently.
• Address and resolve customer complaints; escalate complex issues when necessary.
• Maintain accurate customer records in the CRM system.
• Collaborate with other departments to ensure seamless service delivery.
• Collect and analyze customer feedback; provide actionable suggestions.
• Ensure all activities comply with company policies and legal standards.
• Meet or exceed KPIs including response time, resolution rate, and customer satisfaction.

Skills

Strong communication skills

Patience

Customer-focused attitude

Education

GCE O Level / equivalent

Tools

CRM system

Job description

Role Overview

We are seeking a Customer Service Officer to deliver exceptional service to our clients and residents at Bedok Heartbeat. You will manage inquiries, resolve complaints, provide detailed information about our products and services, and ensure a smooth and professional customer experience. The role involves assisting with order processing, returns/exchanges, maintaining accurate customer records, and collecting feedback to improve our services.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, or in‑person promptly and professionally.
• Provide accurate information on products, services, and company policies.
• Handle orders, returns, and exchanges efficiently.
• Address and resolve customer complaints; elevate complex issues when necessary.
• Maintain accurate customer records in the CRM system.
• Collaborate with other departments to ensure seamless service delivery.
• Collect and analyze customer feedback, and provide actionable suggestions.
• Ensure all activities comply with company policies and legal standards.
• Meet or exceed KPIs including response time, resolution rate, and customer satisfaction.

Requirements

• Minimum 3 GCE “O” Level passes or equivalent.
• Willingness to work on shifts and weekends.
• Strong communication skills, patience, and a customer‑focused attitude.