Job Summary

The Customer Service Officer is responsible for providing excellent support and service to customers by handling inquiries, processing orders, and resolving issues in a professional and efficient manner. The role requires strong communication skills, attention to detail, and a proactive approach to ensuring customer satisfaction and operational excellence.

Office: Ubi Techpark
Working Hours: Monday to Friday; 830am - 530pm. Saturday WFH

Key Responsibilities

1. Customer Support and Communication

• Receive job requests, enquiries, and changes from customers.

• Clarify job requirements and ensure complete and accurate information is obtained.

• Enter job details correctly into the system for operations planning and execution.

• Acknowledge job confirmations and updates to customers.

2. Communication & Updates

• Provide customers with timely updates on job status, delays, or changes as advised by Operations.

• Act as the communication bridge between customers and the Operations team.

• Escalate urgent or sensitive issues promptly to Operations.

3. Documentation & Accuracy

• Ensure job documents, PODs, and supporting information are properly collected and recorded.

• Verify job details are complete and accurate to support invoicing.

• Follow up on missing or incomplete information with customers or Operations.

4. Accounts Liaison & Payment Collection

• Liaise with Accounts on invoicing status, billing queries, and documentation.

• Follow up with customers on outstanding invoices and payment schedules.

• Communicate payment status, disputes, or delays to Accounts and Management.

• Support resolution of billing or payment-related issues.

5. Complaint Handling & Follow-Up

• Receive customer feedback and complaints.

• Record issues clearly and escalate to Operations for investigation.

• Follow up with customers on outcomes and closure.

6. Internal Coordination

• Coordinate closely with Operations and Accounts to ensure smooth job execution and billing.

• Maintain clear handover of outstanding customer and payment matters.

7. Service Discipline

• Adhere to company SOPs, response timelines, and communication standards.

• Maintain professional, firm, and consistent communication with customers.

• Ensure accuracy, accountability, and proper record-keeping.

Qualifications and Requirements

GCE ‘O’ Level / Diploma in Business Administration, Customer Service, or related field.

At least 1–3 years of relevant experience in customer service or sales support (experience in logistics, trading, or distribution sectors is an advantage).

Proficient in MS Office (Word, Excel, Outlook); knowledge of ERP systems is a plus.

Excellent communication and interpersonal skills.

Strong problem-solving skills, with a customer-focused mindset.

Able to work independently as well as collaboratively in a team environment.

Able to speak chinese to effectively communicate with Chinese-speaking clients.