Customer Service Officer (Customer Support)

TECHELM SERVICES PTE LTD; Hong Kong; On-site; HKD 172,000 - 258,000; Full time

Benefits offered by this job

Training and on-the-job guidance

Paid overtime as applicable

Structured Monday-to-Friday hours

Job summary

Techelm Services Pte Ltd is hiring a Customer Service Officer to support an established client. You will handle calls, emails and messages, provide basic troubleshooting and work toward resolution with the team.

Training is provided and prior call centre experience is a plus. The role operates in a fast-paced environment from the Ang Mo Kio area, with structured hours and potential overtime.

Qualifications

• Diploma, ITE qualification or equivalent.
• Training will be provided for candidates without experience.
• Good communication and interpersonal skills.
• Basic technical troubleshooting and computer literacy.
• Patient, customer-focused and able to follow procedures.

Responsibilities

• Provide customer support via call, email and messaging.
• Perform basic technical troubleshooting and aim for first-contact resolution.
• Escalate complex issues to Level 2 or vendors when needed.
• Maintain accurate records and submit regular reports.
• Adhere to service standards and KPIs.

Skills

Customer service

Communication

Problem solving

Multitasking

Teamwork

Education

Diploma or ITE

Tools

Basic IT skills

Job description

Enjoy helping people, solving problems and seeing an issue through to resolution? This could be the role for you.

Techelm Services Pte Ltd is looking for responsible and service-oriented individuals to join our team as Customer Service Officers, supporting an established client's operation.

You will be part of a customer support team assisting users through telephone, email and messaging channels. The role combines customer service with basic technical troubleshooting and is suited to individuals who communicate well, work accurately and are prepared to take ownership of customer enquiries through to resolution.

Scope of Work

As a Customer Service Officer, you will:

• Provide timely and high-quality customer support in a call centre environment.
• Handle customer enquiries through telephone, email and messaging platforms such as WhatsApp.
• Perform basic technical troubleshooting and aim to achieve first-call resolution where possible.
• Identify and understand issues through structured questioning and basic diagnostic processes.
• Escalate unresolved or more complex issues to Level 2 support or external vendors within established service levels.
• Coordinate with third-party vendors to support timely issue resolution.
• Follow up with users to confirm that issues have been resolved and cases can be closed.
• Maintain accurate records of customer calls, actions taken and resolutions.
• Prepare and submit operational reports, including daily, weekly and monthly reports.
• Comply with established service standards, KPIs and operational procedures.
• Support effective team communication by sharing updates on ongoing, recurring or known issues.
• Assist with the extraction and management of call recordings when required.
• Ensure incoming calls are attended to promptly and in accordance with established service standards.

Requirements

• Diploma, ITE qualification or equivalent, preferably in IT, Business or a related field.
• Candidates without prior experience are welcome to apply. Training will be provided.
• Previous call centre or customer service experience, preferably at least 1 year, will be an advantage.
• Basic technical troubleshooting skills and computer literacy.
• Good communication and interpersonal skills.
• Customer-focused, patient and able to communicate professionally with different users.
• Able to work effectively in a fast-paced, team-oriented environment.
• Able to multitask and manage competing priorities.
• Responsible, dependable and able to follow established procedures and service standards.

Working Arrangement

• Working Days: Monday to Friday
• Working Hours: 8.00 am to 6.30 pm, inclusive of a 1-hour meal break
• Paid Overtime: The daily work schedule includes scheduled overtime, which will be compensated in accordance with the applicable overtime rate and employment terms.
• Work Location: Ang Mo Kio area

Applicants should be comfortable with the above working arrangement before applying.

What We Offer

• Structured Monday-to-Friday working arrangement
• Paid overtime as applicable
• Training and on-the-job guidance
• Opportunity to develop customer service and basic technical support experience
• Exposure to an established service operation
• Supportive and team-oriented working environment