Customer Service Officer

Key Responsibilities 1. Customer Support & Inquiry Management Handle frontline customer inquiries via phone, email, WhatsApp, and physical walk-ins in a professional, warm, and timely manner. Provide accurate product information and basic technical guidance on BUZUD medical devices (e.g., explaining how CGMS sensors track glucose or how to operate oxygen concentrators). Assist customers with order processing, product returns, warranty claims, and after-sales support. Manage customer feedback, complaints, and service requests, ensuring efficient resolution within agreed company timelines. Accurate maintenance and updating of customer interaction records in the CRM system. 2. Retail Operations & Showroom Support Maintain an immaculate, welcoming, and premium environment on the showroom floor in line with BUZUD’s brand standards. Prepare, scan, and arrange display items daily for merchandising and operational purposes. Manage showroom inventory, ensuring sufficient stock levels on the retail floor and timely replenishment from the stockroom. Assist existing customers with hands-on troubleshooting, hardware calibration queries, or connecting devices to mobile health apps. 3. Care Coordination & Administration Liaise with the Sales, Operations, and Technical Support teams to resolve complex customer and device issues seamlessly. Coordinate oxygen concentrator rentals, delivery confirmations, and collections with hospitals, next-of-kin, and AIC (Agency for Integrated Care). Perform general administrative and ad-hoc duties, including filing, managing cash/cashless transactions via the POS system, and compiling simple operational data. 4. Compliance & Continuous Improvement Ensure strict compliance with company policies, healthcare regulations, and PDPA requirements regarding sensitive customer health data. Identify and suggest process or service improvement initiatives to enhance the patient/customer experience. Identify and recommend suitable upselling or cross-selling opportunities (e.g., health accessories or consumables) where appropriate. Requirements & Qualifications Education: Diploma or Degree in Business, Customer Service, Healthcare Management, or a related field. Experience: 1 to 3 years of experience in retail sales, hospitality, or frontline customer service. Prior experience in healthcare, medical device environments, consumer electronics, or wellness retail is a significant advantage. Tech Savviness: High comfort level learning, operating, and explaining health-tech hardware and mobile applications to users of varying tech backgrounds (especially the elderly). Communication Skills: Excellent interpersonal and communication skills. Fluency in English is required; the ability to speak a second language (e.g., Mandarin, Malay, or local dialects) is a plus to better serve our diverse demographic. Work Schedule: Ability to work a 5.5-day work week , including one weekend day (Saturday or Sunday) based on retail shift rosters. Attributes: A customer-first mindset, patience, empathy, and the ability to multitask calmly in a fast-paced retail environment.