Customer Service Assistant

Duties & Responsibilities

• Attend to customer inquiries, order status requests, service concerns, and general support needs.
• Communicate professionally with customers, account holders, and local sales teams.
• Maintain a positive, empathetic, and customer-centric attitude in all interactions.
• Provide accurate information and ensure customers receive proper follow-up.
• Support customer order processing, documentation, service requests, and branch-level follow-up.
• Coordinate with Customer Service, Order Entry, Claims & Return, Cut and Edge, Lab, Supply Chain, Finance, and Sales when required.
• Ensure information shared with central teams is complete and accurate.
• Track pending matters and follow through until resolution.
• Acknowledge customer complaints professionally and record relevant details.
• Escalate complaints, delays, claims, and unresolved issues to the appropriate parties.
• Follow up on actions promised to customers.
• Record customer feedback and improvement opportunities.
• Support branch documentation, filing, record updates, and customer-related paperwork.
• Assist in receiving, checking, or dispatching customer-related documents or items where applicable.
• Maintain proper communication records and service logs.
• Apply company procedures and service standards consistently.
• Support branch customers with the same level of care, speed, and professionalism as the central customer service team.
• Identify recurring customer concerns and share feedback for improvement.
• Undertake any other duties and responsibilities as may be reasonably assigned by the superior.

Requirements

• Minimum SPM, High School Diploma, or equivalent qualification.
• Diploma in Business Administration, Customer Service, or a related field will be an added advantage.
• Minimum 1 year of experience in customer service, sales support, administration, branch operations, or a related role.
• Optical industry experience will be an added advantage.
• Customer-centric service mindset with strong communication and active listening skills.
• Good problem-solving, teamwork, coordination, and interpersonal skills.
• Positive attitude, professionalism, integrity, and confidentiality.
• Good attention to detail, accuracy, follow-up discipline, and time management skills.
• Adaptable, proactive, and able to work independently.
• Knowledge of Microsoft Office, especially Outlook, Word, and Excel.
• Familiar with order processing, CRM, Service Cloud, Salesforce, VO, or related systems where applicable.
• Able to communicate effectively with customers and internal teams.

Working Hours:

• Monday to Friday: 9.00AM - 6.00PM
• Alternate Saturdays: 9.00AM - 1.00PM