Overview

Job Title: Customer Service Representative – E-commerce Logistics

Location: Yishun (We will be moving to CBD area) 

Job Type: Full-time
Department: Customer Service
Reports To: Customer Service Manager

Job Overview:
We are seeking a highly motivated and customer-oriented Customer Service Representative to join our growing team in the E-commerce Logistics sector. As the frontline of our customer service operations, you will be responsible for providing excellent support to our clients, ensuring seamless communication between customers and our logistics teams, and resolving inquiries related to order fulfillment, shipping, and delivery.

Key Responsibilities:
Customer Support: Handle customer inquiries via phone, email, and chat, addressing concerns related to order status, shipping delays, tracking information, invoicing and delivery issues.
Problem Solving: Investigate and resolve customer complaints, escalate issues when necessary, and provide solutions to ensure customer satisfaction.
Communication: Maintain clear communication with logistics teams, warehouse staff, and third-party couriers to ensure orders are fulfilled correctly and promptly.
Customer Account Management: Update customer information, order history, and preferences to ensure accurate records.
Feedback & Reporting: Collect customer feedback and provide insights to management to help improve processes and enhance the overall customer experience.
System Navigation: Use internal software to manage and update customer interactions and order statuses.
Follow-Up: Ensure timely follow-ups with customers to verify their satisfaction with resolutions and address any further concerns.

Qualifications:
Higher Nitec or equivalent
Minimum 1-2 years of experience in customer service, preferably in an e-commerce, logistics, or retail setting.
Strong understanding of e-commerce and logistics processes.
Excellent communication skills, both written and verbal.
Proficient in using customer service tools, CRM software, and Microsoft Office Suite.
Ability to handle stressful situations and work in a fast-paced environment.
Strong problem-solving skills with a focus on providing excellent customer service.
Detail-oriented and organized with the ability to manage multiple inquiries simultaneously.
Mandarin speaking and typing skills are required.

Preferred Skills:
Familiarity with tracking systems and shipment management.
Previous experience working in a customer service role within logistics or supply chain industries.

What We Offer:
Competitive salary and benefits.
Opportunities for professional growth and development within a fast-growing company.
A dynamic and collaborative work environment.

If you are passionate about customer service and have experience working in e-commerce logistics, we would love to hear from you. Apply today to become a part of our team and help us provide excellent service to our growing customer base!