Job Description

This position is responsible for managing incoming calls, supporting customers by providing professional and helpful information, answering questions, responding to complaints, and processing customer orders accurately and efficiently.

The following is a detailed, but not exhaustive, listing of the hands-on tasks you will undertake in the role:

Customer Service
• Manage incoming phone calls, identify, and assess customer needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Resolve customer product or service issues by identifying concerns, determining root causes, providing effective solutions, and ensuring timely follow-up for complete resolution.
• Escalate customer problems and feedback to supervisor or the appropriate support teams to help improve service levels.

Back-end Processing
• Receive and process incoming orders via phone, email, fax, and online ordering systems, ensuring orders are handled accurately and efficiently.
• Ensure proper tracking on orders, liaise with the factory, and update customer on estimated delivery timelines.
• Coordinate & liaise closely with internal departments & external parties to ensure timely delivery and smooth operations.
• Provide cross-functional support by assisting with basic warehouse tasks, including lens picking and invoicing, to support overall operational efficiency.

Others
• Go the extra mile to engage and delight customers.
• Perform other duties as assigned to support business needs.

The Stakeholders
The following are the key stakeholders for this position:
• Edging Department
• Warehouse Department
• Delivery Department

Qualifications
• Education: GCE ‘O’ level

Experience:
o 1-year proven experience in customer service
o Optical experience is an advantage

Behavioral attributes:
o Ability to work in fast-paced environment.
o Ability to multi-task, prioritize, and manage time effectively.
o Strong phone contact handling skills and active listening.
o Customer Orientation
o Ability to adapt and respond to different types of customers.
o A team player with great interpersonal skills.
o Positive attitude.

Others:
o Basic Microsoft Office skills
o Able to work overtime
o 5.5 days’ work week in alternate:
 Mon, 9.00am – 7.00pm
 Tues – Fri, 9.00am – 6.00pm
 Sat, 9.00am – 2.00pm (rotating every 3 weeks)
 Sun, 9.00am – 6.00pm (rotating every 5 weeks)