Customer Service Representative

Location: Singapore (Remote)

Our client, a leading US-based specialty chemical manufacturing company, is seeking a Customer Service Representative to join their growing team. This is a fully remote position that reports directly to the US headquarters. Given the global nature of the role, candidates should be flexible to support business needs outside standard Singapore working hours, including evenings and occasional weekends when required.

Key Responsibilities

• Serve as the primary point of contact for customers via phone, email, and other communication channels.
• Manage customer accounts, including account creation, maintenance, updates, and account-related inquiries.
• Handle customer enquiries, complaints, and service issues, ensuring timely and effective resolution.
• Process orders, cancellations, returns, refunds, exchanges, and account adjustments accurately.
• Maintain detailed records of customer interactions, transactions, and account activities within CRM systems.
• Provide accurate information on products, services, pricing, warranties, promotions, and company policies.
• Identify customer needs and recommend suitable products or solutions to enhance customer satisfaction.
• Generate and qualify sales leads while supporting sales initiatives and customer retention efforts.
• Follow up on customer requests and complaints to ensure complete resolution and a positive customer experience.
• Collaborate closely with internal stakeholders and the US-based management team to ensure service excellence.
• Prepare customer service reports and provide insights on customer feedback, satisfaction levels, and emerging customer needs.
• Meet individual and team performance targets, including customer service KPIs and call handling metrics.
• Stay updated on product knowledge, company policies, and industry developments to provide informed customer support.

Requirements

• Proven experience in Customer Service, Customer Support, Sales Support, or a related role.
• Excellent customer-centric mindset with excellent problem-solving and conflict-resolution skills.
• Demonstrated ability to manage high volumes of customer interactions while maintaining service quality.
• Good communication, interpersonal, and active listening skills.
• Experience using CRM systems and customer management tools.
• Ability to multitask, prioritize workload, and work effectively under pressure.
• Detail-oriented especially on documentation and organizational skills.
• Positive attitude, adaptability, and ability to build excellent customer relationships.
• Proficiency in Microsoft Office applications and general computer systems.
• Diploma or Degree in Business Administration, Customer Service, or a related discipline. 
• Comfortable working independently in a remote environment and collaborating with global teams across different time zones.
• Flexibility to support evening and weekend work arrangements when business needs arise.

What's on Offer

• Fully remote work arrangement based in Singapore
• Opportunity to work directly with a well-established US multinational organization
• Exposure to international customers and global business operations