Job Description

The Customer Service Officer is responsible to managing incoming calls and supports customers by providing professional and helpful information, answering customer’s question and responding to the complaints.

Key Duties & Responsibilities Customer Service:

• Manage incoming phone calls, identify, and assess customer’s needs to achieve satisfaction.
• Must have good product knowledge to providing quick, accurate, and comprehensive responses to customers.
• Build sustainable relationship and trust with customer accounts through open and interactive communication.
• 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, and following up to ensure resolution.
• Escalate customer’s problems and feedback to supervisor or the appropriate support teams to helps on the improvement of service level.

• Receive and process incoming orders thru phone calls, emails, fax, and online ordering system. And ensure that customer orders are processed in an efficient, accurate and timely manner.
• Ensure proper tracking on all the orders, liaise with factory, and updates customer on the estimated delivery timing.
• Coordinate & liaise closely with various internal departments & external parties to ensure timely service delivery for customers

• Take the extra mile to engage customers
• Other duties may be assigned as business needs arise.
  

• At least 1year proven experience in customer service
• Optical experience is an advantage
• Skills/ Knowledge / Ability:
• Strong phone contact handling skills and active listening.
• Customer orientation
• Excellent communication and presentation skills.
• Ability to adapt and respond to different types of customer.
• Ablility to work in fast-paced enviroment.
• Ability to multi-task, prioritize, and manage time effectively.
• A team player with great interpersonal skills.
• Positive attitude.

• Basic Microsoft Office skills
• Ability to work overtime
• 5.5 days work week in alternate :
• Mon , 8.30am – 7.00pm
• Tues – Fri , 9.00am – 6.00pm
• Sat , 9.00am – 1pm (rotating every 3 weeks)
• Sun , 9.00am – 6.00pm (rotating every 4 weeks)