
Customer Service Assistant
1 day ago
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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