Customer Service Officer

1. Customer Support & Inquiry Management Handle frontline 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 continuous glucose monitoring 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 company timelines. Maintain and update customer interaction records accurately within 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. 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 medical devices to mobile health apps. 3. Care Coordination & Administration Liaise with the Sales, Operations, and Technical Support teams to resolve complex customer and hardware issues seamlessly. Coordinate oxygen concentrator rentals, delivery confirmations, and collections with hospitals, next-of-kin, and the Agency for Integrated Care (AIC). Perform general administrative and ad-hoc retail duties, including managing cash/cashless transactions via the POS system. 4. Compliance & Sales Assistance Ensure strict compliance with company policies, healthcare regulations, and PDPA (Personal Data Protection Act) requirements regarding sensitive customer health data. Identify and recommend suitable upselling or cross-selling opportunities (such as health accessories or consumables) where appropriate to meet customer needs. 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 technical 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 strong plus to serve a diverse patient demographic. Work Schedule: Ability to work a 5.5-day work week , including one weekend day (Saturday or Sunday) based on retail shift rosters. Key Attributes: A customer-first mindset, patience, high empathy, and the ability to multitask calmly in a fast-paced environment.