Senior Customer Service Operator

HISENSE ELECTRONICS (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading company in electronics is seeking a Senior Customer Service Executive to deliver exceptional support across various channels. The role involves handling after-sales inquiries, providing product information, and contributing to operational performance in a call center setting. Ideal candidates will have 3-5 years of experience in customer service, particularly in electronics, along with strong communication skills and proficiency in CRM systems.

Qualifications

• 3–5 years of customer service experience, preferably in electronics or technical consumer goods.
• Strong communication and issue-resolution skills.
• Experience handling after-sales service or product quality concerns.

Responsibilities

• Manage incoming calls and messages related to product performance and quality.
• Respond to customer inquiries via phone, email, and chat.
• Support call center operations and contribute to service performance improvements.

Skills

Communication

Listening

Issue Resolution

Tools

CRM systems

Job description

We are looking for a Senior Customer Service Executive with 3–5 years of experience in a customer-facing service environment, ideally in electronics or consumer products. This role will be responsible for delivering high-quality, professional support across channels—including phone, email, and chat—with a focus on after-sales inquiries, quality issues, and general service escalations. The candidate will also contribute to call center operations and help improve team and service performance.

key Responsibilities

1. After-Sales & Quality Support

· Handle incoming calls and messages related to product performance, technical issues, and quality concerns.

· Assist customers with warranty claims, repair procedures, product defects, or troubleshooting steps.

· Collaborate with technical or product teams to resolve recurring or complex quality issues, assign repair jobs to service providers and ensure job completion within SLA timelines.

· Provide professional and clear communication when managing sensitive or dissatisfied customer interactions.

2. Core Customer Support

· Respond to customer inquiries across phone, email, and live chat in a timely, professional manner.

· Support customers with product information, order status, delivery tracking, returns, and service appointments.

· Maintain accurate customer records in the CRM system, including issue resolution steps and outcomes.

3. Call Centre & Service Operations

· Support daily operations such as call queue monitoring, shift coverage, and case prioritization.

· Provide feedback to improve scripts, resolution flows, and response templates to enhance efficiency and customer satisfaction.

· Work with the team lead to manage peaks in volume during launches or promotional periods.

4. Product Knowledge & Customer Education

· Develop in-depth knowledge of our electronics products, including key features, specifications, and common troubleshooting tips.

· Guide customers on proper usage, maintenance, and help resolve basic technical concerns.

5. Order & Fulfillment Issue Resolution

· Assist customers with order placement, tracking, cancellations, returns, and exchanges.

· Coordinate with logistics and warehouse teams to ensure on-time and accurate deliveries.

6. Feedback, Reporting & Process Improvements

· Collect and document customer feedback related to products and services to identify trends and recurring issues, track key customer service metrics such as satisfaction scores, resolution times, and recurring issues.

· Collaborate with relevant teams (Product, QA, Ops) to ensure feedback drives meaningful improvements.

· Prepare regular reports and contribute to service review discussions with data-driven improvement suggestions.

Qualifications

· 3–5 years of customer service experience, preferably in electronics, appliances, or technical consumer goods.

· Strong communication, listening, and issue-resolution skills.

· Proven experience handling after-sales service or product quality concerns.

· Experience with CRM systems (e.g., Zendesk, Salesforce, Freshdesk).

· Able to work rotating shifts, including one weekend day per week.

· Bonus: Experience in call center operations or mentoring is a plus.