Gain City – Customer Service Officer

Looking for a challenging and rewarding career in a fast paced organization? Join Gain City!

Established in 1981, Gain City started out with a simple quest of improving lifestyles and a focused vision to be Singapore’s trusted air conditioner retailer. Today, renowned as Singapore’s largest air conditioner retailer, the brand is synonymous with excellent air conditioning installation and maintenance service provider, as well as the preferred go-to one-stop retailer for consumer electronics. Gain City currently has more than 750 staff which includes a pool of BCA-certified installation technicians and a fleet of 160 service vehicles.  

Job Descriptions:

• Managing large amount of incoming calls and customer service inquiries
• Identifying and assessing customers’ needs to achieve satisfaction
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customers’ complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Follow communication procedures, guidelines and policies
• Coordinate with the Maintenance, Installation and Delivery Support Team to resolve Customer's concerns.
• Follow up and update customer status and information
• Other ad-hoc duties assigned

Job Requirements: 

• Minimum 1 year of experience in the related field
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Able to work retail hours, weekends and public holiday
• Bilingual in English and Mandarin will be an added advantage to liaise with Mandarin speaking customers