Customer Service Officer

Plasma Science Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A rapidly growing company in Singapore is seeking a Customer Service Representative to join its team. The ideal candidate will be tasked with responding to customer inquiries, providing product information, and resolving complaints. This role requires excellent communication skills and a commitment to delivering superior customer experiences. The successful candidate will contribute to building customer relationships and managing various communication channels efficiently.

Qualifications

• Strong communication skills to interact with customers effectively.
• Ability to resolve complaints while maintaining a positive attitude.
• Familiarity with customer relationship management (CRM) systems is a plus.

Responsibilities

• Respond to customer inquiries via various channels.
• Provide information about products and services.
• Resolve customer complaints effectively.

Job description

Here are the typical responsibilities of a customer service representative:

1. **Responding to Customer Inquiries**: Address customer questions via phone, email, chat, or in person, ensuring timely and accurate responses.
2. **Providing Product and Service Information**: Offer detailed explanations about the company’s products or services, features, and benefits to assist customers in making informed decisions.
3. **Resolving Complaints and Issues**: Handle customer complaints or problems, striving to resolve them promptly and effectively while maintaining a positive attitude.
4. **Processing Orders and Transactions**: Assist customers in placing orders, managing returns, and processing payments and refunds.
5. **Updating Customer Accounts**: Keep customer records up to date by entering information accurately into databases or CRM systems.
6. **Escalating Issues**: When necessary, escalate complex or unresolved issues to supervisors or specialized departments for further investigation.
7. **Building Customer Relationships**: Develop rapport with customers by showing empathy, actively listening to their concerns, and providing exceptional service to build long-term relationships.
8. **Following Up with Customers**: Conduct follow-ups to ensure that customer issues are resolved and that they are satisfied with the service provided.
9. **Monitoring Customer Feedback**: Collect and analyze customer feedback to identify areas for improvement and report them to the management team.
10. **Adhering to Company Policies**: Follow company guidelines, policies, and procedures to maintain service standards and ensure compliance with regulations.
11. **Managing Multiple Channels**: Handle communication through various channels (phone, email, chat) and manage multiple conversations at once effectively.
12. **Collaborating with Other Departments**: Work closely with sales, technical support, and other departments to resolve customer issues efficiently.