Customer Service Officer

HOYA Group; Singapore; On-site; SGD 25,000 - 35,000; Full time

Job summary

A leading optical solutions provider is seeking a Customer Service Officer based in Singapore. The role focuses on managing customer inquiries, resolving issues, and providing efficient service to maintain high customer satisfaction. Candidates should have at least one year of customer service experience, with optical experience as an added advantage. This position requires excellent communication skills, the ability to multitask, and a positive attitude. The team offers a supportive work environment with a structured 5.5-day work week.

Qualifications

• 1-year proven experience in customer service.
• Optical experience is an advantage.

Responsibilities

• Manage incoming phone calls and assess customer needs.
• Build sustainable relationships with customer accounts.
• Resolve customer product issues and ensure follow-up.
• Liaise with departments to ensure timely delivery.

Skills

Fast-paced environment

Multi-tasking

Interpersonal skills

Customer orientation

Active listening

Education

Upper Secondary Education

Tools

Microsoft Office

Job description

The Customer Service Officer will be the first point of contact for customers, providing a friendly and professional service. This role is crucial in maintaining our company's reputation and ensuring customer satisfaction. The officer will handle a high volume of calls, offering accurate and timely assistance, and ensuring a smooth customer journey.

Responsibilities

Customer Service

• Manage incoming phone calls, identify, and assess customer needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Resolve customer product or service issues by identifying concerns, determining root causes, providing effective solutions, and ensuring timely follow-up for complete resolution.
• Escalate customer problems and feedback to supervisor or the appropriate support teams to help improve service levels.

Back-end Processing

• Receive and process incoming orders via phone, email, fax, and online ordering systems, ensuring orders are handled accurately and efficiently.
• Ensure proper tracking on orders, liaise with the factory, and update customer on estimated delivery timelines.
• Coordinate & liaise closely with internal departments & external parties to ensure timely delivery and smooth operations.
• Provide cross‑functional support by assisting with basic warehouse tasks, including lens picking and invoicing, to support overall operational efficiency.

Others

• Go the extra mile to engage and delight customers.
• Perform other duties as assigned to support business needs.

The Stakeholders

The following are the key stakeholders for this position:

• Edging Department
• Warehouse Department
• Delivery Department

Qualifications

Experience

• 1-year proven experience in customer service
• Optical experience is an advantage

Behavioral attributes

• Ability to work in fast‑paced environment.
• Ability to multi‑task, prioritize, and manage time effectively.
• Strong phone contact handling skills and active listening.
• Customer Orientation
• Ability to adapt and respond to different types of customers.
• A team player with great interpersonal skills.
• Positive attitude.

Others

• Basic Microsoft Office skills
• Able to work overtime
• 5.5 days’ work week in alternate:
  • Mon, 9.00am – 7.00pm
  • Tues – Fri, 9.00am – 6.00pm
  • Sat, 9.00am – 2.00pm (rotating every 3 weeks)
  • Sun, 9.00am – 6.00pm (rotating every 5 weeks)

Job Info

• Job Identification 2036
• Job Category 05. Customer Service & Customer Service Center Operations
• Posting Date 01/09/2026, 09:03 AM
• Locations No. 1, Toa Payoh Lorong 2, Singapore, 319637, SG
• Qualification Level Upper Secondary Education