Customer Service Officer

Customer Service Officer — FATfreq We are looking for a Customer Service Officer to join the FATfreq team and provide a high level of support to our customers throughout their journey with us, from product enquiries and purchases to after-sales support. Key Responsibilities • Respond to customer enquiries through email, WhatsApp, social media and other communication channels • Assist customers with product recommendations, orders, appointments and general enquiries • Handle after-sales matters including warranty claims, repairs, fit adjustments, reshells and product servicing • Follow up on customer orders and provide clear updates on production and delivery timelines • Coordinate with our production, sales and technical teams to resolve customer issues efficiently • Maintain accurate records of customer cases, orders and follow-ups • Assist customers visiting the FATfreq showroom for appointments, collections and product enquiries • Handle feedback and complaints professionally and work towards appropriate resolutions • Develop a good understanding of FATfreq's IEM products, technologies and custom-fitting process • Support other customer experience and administrative duties when required Requirements • Strong written and verbal communication skills • Friendly, patient and comfortable communicating with customers • Organised and able to manage multiple customer cases and follow-ups • Good attention to detail and sense of responsibility • Comfortable using email, messaging platforms and basic computer systems • Able to work independently while coordinating closely with the wider team • Interest in music, audio, IEMs or consumer electronics is an advantage • Previous experience in customer service, retail or hospitality is preferred but not essential What We're Looking For Someone who genuinely enjoys helping people and takes ownership of customer issues from start to finish. You should be able to communicate clearly, remain composed when handling difficult situations, and understand that a premium product should be matched by a premium customer experience.