Ecommerce Customer Service Officer or Senior Officer (Shift Required)

Gain City Group of Companies; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

A leading service provider in Singapore is seeking a dedicated Ecommerce Customer Service Executive/Senior Executive. In this role, you will engage with online customers and ensure high-quality service. Ideal candidates will have at least one year of experience, strong communication skills, and familiarity with CRM systems. The position offers a supportive environment with various benefits and opportunities for growth.

Benefits

Annual and medical benefits

Career progression opportunities

Annual wage increment

Transport claims

Professional development

Staff purchase discount

Flexi-work arrangements

Qualifications

• Minimum 1 year of experience in customer service.
• Able to handle multiple tasks and prioritize effectively.
• Excellent communication and presentation skills.

Responsibilities

• Manage incoming calls and customer service inquiries.
• Identify customer needs to achieve satisfaction.
• Provide accurate information using appropriate tools.
• Handle complaints and provide suitable solutions.
• Follow communication procedures and company guidelines.

Skills

Phone contact handling skills

Active listening

Customer orientation

Excellent communication skills

Time management

Tools

CRM systems

Job description

About Gain City

At Gain City, we deliver expertise and quality solutions in air-conditioning, home appliances and consumer electronics. Established in 1981, Gain City is a trusted household name in Singapore. We take pride in our strong customer focus, innovative spirit, and commitment to service excellence. With a dynamic workforce and a network of stores and service centres island wide, we offer a vibrant and growth-oriented environment where employees are empowered to thrive, take ownership and make a real impact.

About the Role

We are looking for a dedicated and customer-oriented Ecommerce Customer Service Executive / Senior Executive to join our team. In this role, you will be the first point of contact for our online customers, ensuring that every interaction is handled with professionalism, efficiency, and care. You will play a key part in managing customer enquiries, resolving issues, and supporting order processing, all while upholding Gain City’s reputation for service excellence.

Responsibilities

• Managing large amount of incoming calls, order processing and customer service inquiries


• Identifying and assessing customers’ needs to achieve satisfaction


• Provide accurate, valid and complete information by using the right methods/tools


• Handle customers’ complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution


• Follow communication procedures, guidelines and policies

Requirements

• Minimum 1 year of experience in the related field.


• Strong phone contact handling skills and active listening


• Familiarity with CRM systems and practices


• Customer orientation and ability to adapt/respond to different types of characters


• Excellent communication and presentation skills


• Ability to multi-task, prioritize, and manage time effectively


• Able to work retail hours, weekends and public holiday


• Those with 2-3 years experience will be considered for Senior CSO

Benefits

• Annual, childcare, maternity/paternity, medical and dental benefits


• Career progression


• Annual wage increment


• Transport claims


• Professional and training development


• Staff Purchase Discount


• Flexi-work arrangements

Note: Only shortlisted candidates will be notified.