Customer Service Officer

Job Description

As a customer service officer, you will provide top-notch support to both internal and external stakeholders and customers for all incoming customer ordering and inquiries via various modes. We are looking for a proactive individual with exceptional communication skills to deliver optimum quality of service to our customers, find out their requirements and provide solution in collaboration with the sales team.

Responsibilities

• Customer Support:
• Respond to customer inquiries via phone and email.
• Provide accurate information regarding products, services, and policies.
• Resolve customer complaints and issues in a timely and efficient manner.
• Escalate complex issues to higher-level support when necessary.
• Order Management:
• Assist customers with placing orders and order enquiry.
• Handle returns, exchanges, and product complaints according to company policies.
• Ability to plan, prioritize, multi-task and meet deadlines. Attention and accuracy to details are imperative.
• Documentation and Reporting:
• Document customer interactions, feedback, and resolutions via email.
• Monitor and analyze customer feedback to identify trends and suggest improvements to enhance the customer experience.
• Adhere to company policies and procedures and maintain confidentiality of customer information.
• Customer Relationship Management:
• Build and maintain strong relationships with customers by understanding their needs and preferences.
• Identify opportunities for upselling or cross-selling products and services.
• Training and Development:
• Stay updated on product knowledge, company policies, and customer service best practices.
• Participate in ongoing training and development programs.
• Collaboration:
• Work closely with other departments (e.g., logistics, sales, marketing, finance and any other department) to ensure customer satisfaction.
• Provide feedback to management on customer issues and suggestions for improving processes.
• Others:
• May be responsible for ad-hoc cross-functional projects as assigned.
  
  
  

Qualifications

Knowledge, Skills and Abilities:

• Organized and efficient in data entry.
• Good communication and problem-solving skills.
• Customer-centric.
• Able to work as a team player and under tight timelines.
• Proficient in MS Office (Word, Excel, Outlook).
• Experience in CRM software such as Salesforce.com and call center software are preferred.
• Hands-on experience with order management module of Oracle ERP would have an advantage.
• Must maintain knowledge of all products, prices, shipment and availability of product, policies, and procedures.
• Willingness to learn and take on additional responsibilities to build current skill set and gain knowledge.
• Interpersonal skills: Ability to establish and maintain positive and effective working relationships internal and external. Ability to work well in a team environment. Self-motivated and project a positive attitude.
• Professionalism: Conducts themselves in a professional and friendly manner, including and maintaining confidentiality. Exhibits patience and respect when dealing with employees or customers, leads by example.
• Listening and Communication skills: Active listening skills and effective verbal and written communication skills needed.
• Problem-solving skills: Ability to analyze, investigate and resolve issues.
• Selling skills: Affinity with sales, especially tele-sales, driving e-campaigns and related skills development.
• Time Management: Ability to plan, prioritize, multi-task and meet deadlines. Attention to detail is imperative.
  
  
  

Work Environment:

• Professional office environment in line with corporate office standards
• Adheres to Standard Operating Procedures and Regulatory requirements.
• Prolonged sitting in front of a computer.
• Company’s WFH policy applicable.
  
  
  

Experience:

• 1-3 years’ relevant experience in a customer service role
• Good command of written and spoken English, Mandarin, and Bahasa Malaysia
  
  
  

Education:

• Diploma certification and above.