Customer Service Assistant

3 days ago

Lucknow, Uttar Pradesh, India Phoon Huat Full time ₹ 75,000 - ₹ 80,000 per year

Job Summary

Type of role: Free Lancer

Location: Remote

Budget: SGD 750 per month ( All Inclusive)

Mandatory Skills: Excellent English

Reports to:
Customer Service Team Leader

Company:
Phoon Huat Pte Ltd )

Job Summary

Phoon Huat, a leading provider of food ingredients and baking supplies in Singapore, is seeking a proactive and customer-focused
Customer Service Assistant
to support its Redman ) and Le Petit Depot ) businesses.

The role is responsible for handling customer queries across
emails and live chat
for our brand websites as well as key
marketplaces
. The ideal candidate will ensure every customer enjoys a seamless experience by resolving issues promptly, maintaining professional communication, and upholding our brand values.

Key Responsibilities

  • Respond to customer inquiries via
    email and chat
    across brand websites and marketplaces.
  • Assist with order-related issues such as product information, delivery updates, payment queries, returns, and refunds.
  • Monitor chat and email queues to ensure timely and accurate responses within agreed SLAs.
  • Escalate complex issues to the Customer Service Team Leader or relevant departments (logistics, marketing, finance, supply chain).
  • Coordinate with internal teams to resolve order discrepancies and service issues.
  • Provide product knowledge support to customers and guide them in selecting items.
  • Track and log recurring customer issues, highlighting opportunities for process improvements.
  • Ensure adherence to customer service policies, procedures, and brand tone of voice.
  • Support CRM campaigns, promotions, and loyalty initiatives by answering related queries.
  • Maintain accurate records of customer interactions and feedback for reporting purposes.

Requirements

  • Diploma or equivalent; degree in Business, Communications, or related field is a plus.
  • 1–2 years of experience in customer service, preferably in
    eCommerce or retail
    .
  • Familiarity with major eCommerce platforms and marketplaces
  • Strong written communication skills in English; additional languages are a plus.
  • Ability to multitask across multiple platforms and systems.
  • Positive, empathetic, and professional attitude in handling customer concerns.
  • Comfortable working in a fast-paced environment and adaptable to business changes.
  • Proficiency with Microsoft Office/Google Workspace; experience with CRM tools is an advantage.

What We Offer

  • Opportunity to work with leading brands in the food and retail industry.
  • A collaborative and dynamic team environment.
  • On-the-job training and development opportunities.

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