Customer Service Officer

About the role

The Customer Service Officer is responsible for providing effective day-to-day customer service and order support, with primary responsibility for B2B customers. The role serves as a key point of contact between customers, Sales and internal operational teams to ensure enquiries, orders and issues are handled accurately and promptly. The role will also provide cross-functional support for D2C customer service and other administrative activities when required to ensure continuity of operations.

Key responsibilities

• Handle B2B customer enquiries and orders received through WhatsApp, phone and other designated communication channels
• Assist customers with product, order, delivery and general account-related enquiries
• Process and follow up on customer orders accurately and within required timelines
• Coordinate with Sales, Sales Administration, Logistics and other internal teams to resolve order or delivery-related issues
• Follow through on outstanding customer matters to ensure timely closure
• Handle incoming enquiries relating to events, bulk purchases and other special-order requirements
• Coordinate event orders from enquiry through order placement and fulfilment
• Perform ad-hoc sales and customer service administrative duties as required
• Provide backup support for D2C customer enquiries and orders when required
• Identify recurring customer issues, process gaps and opportunities to improve service efficiency

About you

• Diploma or equivalent qualification, preferably in Business Administration, Customer Service or a related discipline
• Prior experience in customer service, sales administration, order management or a similar role is preferred
• Experience working in FMCG, distribution or a high-volume order environment would be advantageous
• Comfortable communicating with customers through WhatsApp, phone and digital channels
• Good working knowledge of Microsoft Office applications
• Experience with SAP or other ERP/order management systems would be advantageous
• Able to manage multiple enquiries and priorities in a fast-paced environment

We regret that only shortlisted candidates will be notified.