Customer Service Coordinator / Coffee Specialist (B2B)
Elitez Group
Description
Salary: $2,500 – $3,500
Allowances: None
Benefits: AWS + Performance Bonus
Employment Type: Full-time
Role Overview
The role focuses on delivering excellent customer experience, resolving issues end-to-end, and coordinating with internal teams to ensure smooth order and service operations.
Key Responsibilities
Customer Support (Calls & Emails)
Handle inbound B2B customer calls and emails professionally and efficiently
Support order placement, product enquiries, and service requests
Provide basic troubleshooting for machines and system/navigation issues
Manage repair arrangements, follow-ups, and complaint resolution
Handle billing, invoicing, and payment-related queries
Customer Experience & Service Recovery
Own customer cases end-to-end to ensure resolution and satisfaction
Manage escalations and complex service recovery situations
Maintain high service quality and customer satisfaction standards
Stakeholder Coordination
Liaise with Sales, Technical, and Supply Chain teams
Coordinate internally to resolve customer issues efficiently
Act as a key communication bridge between teams
Systems & Process Support
Assist with supplier portal onboarding and setup
Maintain accurate records in CRM/internal systems
Ensure proper case tracking and documentation
Continuous Improvement
Support process improvement projects and system rollouts
Contribute frontline feedback to improve SOPs and workflows
Assist with ad-hoc operational tasks as needed
Requirements
Core Skills
Customer service experience (B2B preferred)
Comfortable handling high-volume calls and emails
Basic troubleshooting skills (devices, systems, digital platforms)
Experience with CRM, order management, or invoicing systems is a plus
Key Competencies
Strong verbal and written communication skills
Calm and professional in handling complaints and escalations
Strong coordination skills across multiple teams
Detail-oriented and able to manage multiple cases at once
Customer-focused with strong ownership mindset
Nice to Have
Experience in service recovery or escalations
Exposure to fast-paced operational/customer support environments
Adaptable and open to learning new systems and processes
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Adrian Chan| EA Personnel No: R2199063
Elitez Pte Ltd | EA License No: 16C8004