Description
Key Responsibilities
1. Direct Customer Support
Omnichannel Inquiries: Respond promptly and professionally to customer inquiries via phone, email, live chat,social media, and messaging platforms (WhatsApp/WeChat).
Product Education: Assist customers with basic operating instructions, troubleshooting, and product recommendations for BUZUD healthcare products (e.g., blood pressure monitors, glucose meters, oxygen concentrators, smart wearables).
Walk-In Service: Greet and assist walk-in customers at BUZUD showrooms, providing product demonstrations and handling basic sales or exchanges.
2. Order Management & After-Sales
Order Processing: Assist in processing customer orders, tracking shipments, and coordinating with the logistics/warehouse team for smooth delivery.
Returns & Warranties: Handle product exchanges, warranty registrations, and basic defect triage before escalating to technical service teams.
Feedback Handling: Collect customer feedback, address complaints with empathy, and resolve issues within company guidelines.
3. Administrative & Compliance Support
CRM Updates: Maintain accurate records of customer interactions, tickets, and sales logs in the CRM system.
Standard Compliance: Adhere to medical device customer handling standards and local regulatory requirements (e.g., HSA guidelines regarding product support claims).
Ad-Hoc Support: Assist the customer experience and operations managers with administrative tasks or special retail promotional events.
Requirements & Qualifications
Education: GCE 'O' Level, 'A' Level, Higher Nitec, or Diploma in Business, Hospitality, Communications, or a related field.
Experience: 1–3 years of experience in customer service, retail sales, or call center operations. Experience in healthcare, consumer electronics, or medical technology retail is a strong plus.
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Skills & Competencies:
Fluency in English and Mandarin (spoken and written) to support a diverse regional customer base.
Basic computer literacy and familiarity with CRM software, e-commerce portals (Shopee, Lazada, website),and MS Office.
Strong active listening, empathy, and clear verbal communication skills.
Attributes: Patient, solution-oriented, polite, and adaptable to handling difficult situations with care.