Senior / Customer Service Officer

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

Job summary

A leading company in Singapore seeks a talented Customer Service Officer to enhance their dynamic team. In this full-time role, you will deliver exceptional customer service, handle inquiries, resolve issues, and maintain strong customer relationships. Your expertise in communication and problem-solving will be key to driving customer satisfaction and sales growth.

Qualifications

• Minimum 2 years of experience in a customer service or client-facing role.
• Excellent verbal and written communication skills in English & Chinese.
• Strong problem-solving and critical thinking abilities.

Responsibilities

• Handles inbound sales and customer communication.
• Researches and resolves customer issues, expedites back orders.
• Accountable to performance metrics such as schedule adherence and productivity standards.

Skills

Communication

Problem-solving

Customer Service

Tools

Customer service software

Job description

About the role

We are looking for a talented and experienced Customer Service Officer to join our dynamic team at VWR Singapore Pte Ltd. In this full-time role based in the West Region, you will be responsible for providing exceptional customer service and support to our valued clients. Your keen attention to detail and strong communication skills will be instrumental in addressing customer inquiries and resolving any issues in a timely and efficient manner.

What you'll be doing

• Maintains and attracts potential customers by handling inbound sales and customer communication (emails, calls, click-to-chat) relating to service status or challenges, concerns, issues within the network

• Handles inbound sales and customer communication (calls, emails, click to chat) in the processing, expediting, and troubleshooting of customer orders.

• Owns the customer request and experience from initiation to conclusion.

• Researches and resolves customer issues, expedites back orders, handles requests for returns and other special requests.

• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

• Proactively interacts with outside sales force to ensure regular communication on pricing and other customer concerns.

• Provides high-level, quality service, closely aligned with sales, to enable sales growth.

• Follows up with Sales team, suppliers, and customers on any outstanding issues.

• Makes recommendations on areas for process improvement.

• Make decisions based on policies and past precedence, seeking guidance as necessary.

• Accountable to performance metrics such as schedule adherence, productivity standards and quality standards.

What we're looking for

• Minimum 2 years of experience in a customer service or client-facing role

• Excellent verbal and written communication skills in English & Chinese for Chinese-speaking associates

• Strong problem-solving and critical thinking abilities

• Proficient in using customer service software and databases

• Demonstrated ability to work effectively in a team environment

• A passion for delivering exceptional customer experiences