customer service officer

3 weeks ago


Ang Mo Kio New Town, Singapore FILTEC PRIVATE LIMITED Full time

Responsibilities:

1. Responding to Inquiries

Answering customer inquiries via phone, email, or chat promptly and professionally.

Providing information about products, services, and company policies.

Assisting customers with order placement, tracking, and cancellations.

Providing updates on shipment status, and resolving shipping-related issues or concerns promptly.

2. Handling Complaints and Issues

Addressing and resolving customer complaints or issues in a timely and effective manner.

Escalating complex issues to supervisors or relevant departments for resolution.

Offering solutions, refunds, or replacements as per company policies.

3. Providing Support and Assistance

Assisting customers with technical problems or difficulties using products/services.

Offering after-sales support, troubleshooting, and guidance.

Providing guidance on product usage, maintenance, or installation.

4. Maintaining Customer Records

Recording and updating customer information, interactions, and transactions in databases or

CRM systems.

Keeping detailed and accurate records of customer inquiries and resolutions.

Managing shipping documentation, including preparing bills of lading, certificates of origin and

other required paperwork. Ensuring compliance with international shipping regulations and trade

laws.

5. Coordinating Shipments

Facilitating the arrangement of shipments, coordinating with carriers, freight forwarders, and

logistics companies to ensure timely and cost-effective transportation of goods.

6. Offering Professional Service

Demonstrating professionalism, empathy, and patience in all interactions with customers.

Upholding company values and maintaining a positive company image.

7. Collaborating with Other Departments

Liaising with other departments to resolve complex customer issues or inquiries.

Communicating customer feedback or recurring issues to relevant departments for improvement.

8. Continuous Learning and Improvement

Staying updated on product knowledge, company policies, and industry trends.

Participating in training sessions to improve customer service skills.

Seeking feedback and actively working on self-improvement.

Requirements:

Diploma in Business, Sales or Marketing, or a related field.

Knowledge of logistics, automotive and industrial sectors, and marine industries.

Excellent communicaton and interpersonal skills.

Problem-solving abilities.

Ability to work independently and as part of a team.



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