Job Description

This customer service will support SG market

Customer Support & Issue Resolution

• Respond to client inquiries and issues related to POS systems via phone, email, and chat.

• Troubleshoot software and hardware problems and provide clear, step-by-step support.

• Accurately document client interactions, issues, and resolutions in the support system.

• Manage multiple support cases while delivering prompt and high-quality service.

• Escalate complex or unresolved issues to the relevant technical teams when necessary.

Service Quality & Client Experience

• Follow through on support cases and proactively update clients to manage expectations.

• Identify recurring issues or feedback trends and propose improvements to enhance service experience.

Process Improvement & Collaboration

• Work with internal teams (technical, operations, sales) to resolve client issues efficiently.

• Contribute to knowledge base development, documentation, and support resources.

• Assist with process enhancements to improve turnaround time, resolution accuracy, and customer satisfaction.

Job Requirements

• Proficiency in English and Chinese is preferred (as you will have to liaise with china colleagues).

• Minimum 2 year of experience in a customer service or IT helpdesk role (POS system support is a plus).

• Have a good working knowledge of Windows and Android operating systems.

• Familiar with basic networking and peripheral hardware setup.

• Comfortable using Microsoft Excel for tracking, logging, and reporting.

• Natural problem solver who can stay calm and resourceful under pressure.

• Organized, independent, and self-motivated with a strong desire to learn and grow.

• Collaborative and open-minded, ready to support a team-driven customer support environment.

Skills