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