Customer Service Associate

Key Responsibilities

1. Direct Customer Support

• Omnichannel Inquiries: Respond promptly and professionally to customer inquiries via phone, email, live chat,social media, and messaging platforms (WhatsApp/WeChat).

• Product Education: Assist customers with basic operating instructions, troubleshooting, and product recommendations for BUZUD healthcare products (e.g., blood pressure monitors, glucose meters, oxygen concentrators, smart wearables).

• Walk-In Service: Greet and assist walk-in customers at BUZUD showrooms, providing product demonstrations and handling basic sales or exchanges.

2. Order Management & After-Sales

• Order Processing: Assist in processing customer orders, tracking shipments, and coordinating with the logistics/warehouse team for smooth delivery.

• Returns & Warranties: Handle product exchanges, warranty registrations, and basic defect triage before escalating to technical service teams.

• Feedback Handling: Collect customer feedback, address complaints with empathy, and resolve issues within company guidelines.

3. Administrative & Compliance Support

• CRM Updates: Maintain accurate records of customer interactions, tickets, and sales logs in the CRM system.

• Standard Compliance: Adhere to medical device customer handling standards and local regulatory requirements (e.g., HSA guidelines regarding product support claims).

• Ad-Hoc Support: Assist the customer experience and operations managers with administrative tasks or special retail promotional events.

Requirements & Qualifications

• Education: GCE 'O' Level, 'A' Level, Higher Nitec, or Diploma in Business, Hospitality, Communications, or a related field.

• Experience: 1–3 years of experience in customer service, retail sales, or call center operations. Experience in healthcare, consumer electronics, or medical technology retail is a strong plus.

• Skills & Competencies:

  • Fluency in English and Mandarin (spoken and written) to support a diverse regional customer base.

  • Basic computer literacy and familiarity with CRM software, e-commerce portals (Shopee, Lazada, website),and MS Office.

  • Strong active listening, empathy, and clear verbal communication skills.

• Attributes: Patient, solution-oriented, polite, and adaptable to handling difficult situations with care.