CUSTOMER SUPPORT OFFICER

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.