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.