CUSTOMER SUPPORT OFFICER

About this role

Responsibilities:

• Ensure good customer service through professional and timely handling of customers’ enquiries, orders, quotations, service requests, concerns and escalations.

• Proactively communicate order and shipment status updates, potential risks, advice and recommendations to customers and senior management.

• Coordinate closely with internal departments to ensure timely fulfilment of orders and effective resolution of customer issues.

• Build and maintain strong working relationships with customers, internal departments and senior management.

• Maintain accurate and detailed documentation, including customer reports and operational records.

• Ensure compliance with company and customer policies, quality standards and applicable regulatory requirements.
Requirements:

• Bachelor’s Degree or Diploma in Business Administration, Engineering, Operations Management or a related field.

• Minimum 3 years of relevant working experience in a customer service role.

• Experience in the machinery, equipment or technical service industry will be an added advantage.

• Strong command of spoken and written English.

• Proficiency in spoken and written Chinese will be an added advantage to facilitate communication with Chinese-speaking customers and business associates.

• Customer-focused mindset with excellent communication and interpersonal skills.

• Independent and resourceful, with strong problem-solving skills.

• Strong stakeholder management skills, with the ability to manage conflicts, build consensus and work effectively with multiple stakeholders.

• Strong multi-tasking, organisational and time-management skills in a fast-paced environment.

• Self-driven, meticulous and analytical.

• Able to work outside normal office hours when required to provide urgent customer support.