HIRING FOR CSO / FO

LIM & LIM SECURITY PTE. LTD.; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

A security services company in Singapore is seeking a Customer Service Officer to act as the first point of contact for customers. Responsibilities include responding to inquiries, managing orders, and resolving complaints. An ideal candidate will possess excellent communication skills, problem-solving abilities, and familiarity with CRM systems. This role is vital to ensuring a positive customer experience and maintaining service standards.

Responsibilities

• Respond to customer inquiries via phone, email, chat, and in-person.
• Handle and resolve customer complaints and concerns in a timely manner.
• Assist customers with placing orders, tracking deliveries, and managing account details.
• Maintain detailed records of customer interactions and feedback.
• Coordinate with sales, logistics, and technical support to resolve customer issues.
• Participate in training and suggest improvements to customer service protocols.

Skills

Excellent communication and interpersonal skills

Problem-solving ability with a customer-first attitude

Proficiency in CRM systems and Microsoft Office Suite

Ability to work under pressure and multitask

Strong organizational and documentation skills

Tools

CRM systems

Microsoft Office Suite

Job description

Scope of Services for Customer Service Officer

1. Purpose

The Customer Service Officer (CSO) serves as the first point of contact for customers, providing support, information, and resolution to inquiries and complaints. The role is critical to ensuring a positive customer experience and supporting the company’s service standards.

2. Key Responsibilities

1. Customer InteractionRespond to customer inquiries via phone, email, chat, and in-person.
   Greet customers professionally and provide accurate information regarding products, services, policies, and procedures.
   
2. Issue ResolutionHandle and resolve customer complaints and concerns in a timely and effective manner.
   Escalate complex issues to relevant departments or supervisors when necessary.
   
3. Order and Account ManagementAssist customers with placing orders, tracking deliveries, and managing account details.
   Process returns, exchanges, and service requests.
   
4. Documentation and ReportingMaintain detailed records of customer interactions, feedback, and actions taken using CRM or ticketing systems.
   Provide regular reports on common issues and customer satisfaction trends.
   
5. Support to Other DepartmentsCoordinate with sales, logistics, technical support, or finance departments to resolve customer issues.
   Provide feedback from customers to help improve products, services, and processes.
   
6. Service ImprovementParticipate in training sessions and suggest improvements to customer service protocols.
   Contribute to developing customer satisfaction surveys and feedback tools.
   

3. Skills and Competencies

• Excellent communication and interpersonal skills.
• Problem-solving ability with a customer-first attitude.
• Proficiency in CRM systems and Microsoft Office Suite.
• Ability to work under pressure and multitask.
• Strong organizational and documentation skills