Customer Service Representative - #1133393

Location: Changi Business Park

• Process end-to-end customer orders in the ERP system, received via email, phone, or other channels, ensuring compliance with standard operating procedures.

• Proactively contact customers via phone to confirm details or resolve issues when necessary.

• Act as the first point of escalation for customer inquiries and complaints, providing timely and effective resolutions.

• Coordinate closely with logistics, field force, and other internal teams to ensure on-time deliveries and resolve customer queries.

• Prepare and share daily reports on order status and service performance.

• Achieve key performance indicators (KPIs) set in place, including order performance, and identify trends for improvement.

• Evaluate current processes and propose improvements to enhance efficiency, accuracy, and customer satisfaction; implement approved changes in collaboration with the Manager.

• Maintain strong product and customer knowledge to recommend additional or alternative solutions when needed.

• Ensure proper registration, filing, and archiving all customer service-related documentation in compliance with company standards.

• Serve as a team player capable of rotating across various roles within the function to ensure business continuity during team absences.

• Be open and flexible to work across different Customer Service roles as required, ensuring smooth operations and business continuity.

Experience

• Diploma with min. 2 years' supporting complex customer service in an international environment

• Process driven to deliver incremental business efficiencies; able to work in fast-paced environment

• IT skills in MS Office and SAP, Advanced Excel knowledge required, Numerate, analytical and results oriented.

• Excellent communication skills at all levels, internally & externally with a drive to reach out to customers and sales team via phone calls.

• Excellent communication skills at all levels, internally & externally with a drive to reach out to customers and sales team via phone calls.

• Strong troubleshooting and multi-tasking skills, excellent organizational and time-management skills. Self-driven.

• Able to work 5 days a week (office-based)