Senior Customer Service Specialist

Role overview

This role sits at the center of customer order handling and service delivery. The specialist will manage orders from placement through fulfilment, answer customer questions through email, phone, and in person, and act as a key link between internal teams and external customers. The position requires close coordination with Logistics and third-party partners so deliveries are communicated clearly and completed smoothly. A strong focus is placed on resolving queries, complaints, and feedback quickly and appropriately to maintain a consistently high level of customer satisfaction.

Key responsibilities

• Handle order entry, processing, and fulfilment through to final delivery with accuracy and speed.
• Reply to customer emails about questions, feedback, and order placement within one working day.
• Stay in touch with customers after service or delivery to support satisfaction and understand future needs.
• Investigate customer issues thoroughly, resolve them promptly, and escalate matters to senior leaders as well as Regulatory and QSHE teams when required.
• Make sure certificates of analysis/compliance are available and update inspection status where needed.
• Create, compile, and send customer reports on time and without errors.
• Capture and maintain sales information and customer contact records.
• Keep records organized so documents can be retrieved easily when required.
• Follow management systems and standard operating procedures consistently.
• Take part in process improvement initiatives whenever needed.
• Comply with workplace safety rules and the requirements set out in the WSH Risk Assessment.
• Avoid unsafe or careless actions that could put yourself or others at risk.
• Use personal protective equipment correctly at all times.
• Support environmental protection, pollution prevention, regulatory compliance, and sustainable practices.
• Complete other tasks assigned by management.

Requirements

• Minimum education of GCE O Level or Diploma.
• At least 2 years of relevant experience for a senior-level role.
• Strong professional communication skills, with good listening ability and a collaborative approach.
• Polite, empathetic, approachable, and disciplined personality.
• Ability to stay calm and patient when dealing with difficult or complex customer situations.
• Comfortable performing under pressure in an environment that changes frequently.
• Good working knowledge of Microsoft Office.
• Willingness to follow company policies and procedures at all times.
• Must represent the company professionally.
• Must maintain confidentiality of company information.

Additional notes

This role is expected to support internal compliance, safety, and sustainability standards as part of everyday work. The successful candidate may be asked to contribute to improvement projects and must be prepared to handle a broad range of customer care duties beyond the core tasks listed above.