Customer Service Representative (Singapore)

About the role

TOMRA, a global provider of reverse vending machines and collection and sorting systems, is hiring a Customer Care Representative in Singapore. As the first point of contact for customers and partners, the representative provides excellent customer service, answers calls, dispatches technicians and contractors and ensures work is documented thoroughly. The role also supports installation planning and works to a roster covering any day of the week, including public holidays.

Key responsibilities

• Answer calls from customer locations and provide hotline technical support to customers and colleagues in the field
• Address and resolve customer queries, investigate complaints and escalate inquiries when necessary
• Dispatch and interact with technicians, colleagues and partners visiting sites, and coordinate onsite maintenance and repairs
• Pass customer feedback to the relevant teams to improve services
• Support the Service team on Service projects and initiatives
• Work with the ERP system (IFS) and other systems, and work to team KPIs and business SLAs
• Perform machine setups and configurations remotely online, and plan delivery and installation of machines to customer locations
• Look for general business optimization opportunities and follow health and safety reporting procedures

Required profile

• Fluency in English is required; fluency in a second language is highly desirable
• Strong communication, customer service and planning skills, and good problem-solving ability
• Experience using CRMs is beneficial