Customer Service Specialist (WFH)

Key Responsibilities

Customer Service Excellence
-Act as the primary virtual contact for customers, addressing inquiries, resolving concerns, and providing detailed information about our products and services with professionalism and a positive attitude.
-Engage customers through effective communication tools like WhatsApp, Google Meet, and email, ensuring prompt responses and a seamless experience.
-Prioritize filling the service schedule by efficiently managing customer appointments and ensuring optimal resource allocation.
-Maintain clear, timely communication with customers regarding service appointments, project updates, and any schedule changes.

Technician Support
-Provide real-time virtual support to technicians on-site by addressing customer inquiries or explaining service details as needed.
-Assist technicians in making adjustments to orders on the company’s proprietary platform to ensure accuracy and customer satisfaction.
-Virtually collaborate with technicians to resolve unexpected issues during service visits, ensuring smooth and efficient operations.

Administrative Support
-Manage and maintain accurate customer databases, service records, and documentation remotely.
-Support scheduling processes for servicing, installation, and maintenance, ensuring smooth coordination between customers and service teams.
-Assist in preparing reports and correspondence, contributing to effective operations.
Technology Management
-Learn and efficiently use the Company proprietary platform to manage service schedules, update orders, and support seamless operations.
-Stay updated with platform features and updates to effectively troubleshoot or assist both customers and technicians.
-Ensure accurate data entry and maintain up-to-date records within the platform.

Qualifications
-Prior experience in customer service and administrative roles is required, with a strong preference for candidates with remote working experience.
-Candidates with prior experience working for aircon companies in Singapore are highly sought after.
-Excellent verbal and written communication skills, with fluency in English (Mandarin proficiency is highly preferred for liaising with Mandarin-speaking stakeholders).
-Strong interpersonal skills and the ability to handle customer interactions with professionalism and care in a virtual environment.
-Tech-savvy, with the ability to learn and efficiently use proprietary platforms as well as tools such as WhatsApp, Google Meet, and other digital communication platforms.
-Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and related software.
-Exceptional organizational and time management skills, with the ability to prioritize tasks effectively while working remotely.
-Positive attitude, willingness to learn, and adaptability in a dynamic environment.
-Availability to work shifts between 9:00 AM and 12:00 AM daily, including weekends and public holidays, based on the company’s operational needs.
-Flexibility in off days, which may fall on weekdays or weekends, depending on the schedule.