Customer Service Officer

About the role

The Customer Service Officer will be the primary point of contact for incoming calls and enquiries, providing professional assistance, handling complaints, and processing orders with accuracy and speed.

Key responsibilities

• Answer inbound phone calls, identify customer needs, and ensure satisfaction.
• Build and maintain trustful relationships through clear, interactive communication.
• Resolve product or service issues by diagnosing root causes, delivering solutions, and following up until closure.
• Escalate complex problems or feedback to supervisors or relevant support teams.
• Receive and process orders via phone, email, fax, or online systems, ensuring accurate entry and tracking.
• Coordinate with the factory and internal departments to provide delivery updates and guarantee timely fulfilment.
• Assist with basic warehouse tasks such as lens picking and invoicing to support operational efficiency.
• Perform additional duties as required to support business needs.

Required profile

• Minimum GCE ‘O’ Level education.
• At least one year of proven experience in a customer service environment.
• Ability to work in a fast‑paced setting, multitask, prioritize, and manage time effectively.
• Strong phone etiquette, active listening, and customer‑orientation.
• Adaptability to different customer types and a positive, team‑player attitude.
• Willingness to work overtime and a 5.5‑day rotating schedule.

Required skills

• Basic Microsoft Office proficiency.