Complaints Specialist, Customer Service (12-Month Contract)

Recruit Express Pte Ltd; Singapore; On-site; SGD 32,000 - 53,000; Full time

Job summary

Recruit Express Pte Ltd is seeking a seasoned Customer Service professional for a 12-month contract in Marina One, Singapore. You will manage customer surveys, resolve complaints, and respond to queries across multiple service channels, contributing to process improvements and project work.

The role requires 3–5 years in financial services customer service, survey experience, and escalation handling. It offers up to SGD 4,770 monthly plus one month bonus, with a focus on service excellence and

Qualifications

• Minimum 3 to 5 years in Customer Service experience within the Financial Services Industry.
• Experience in conducting customer call surveys, including handling ambiguous customer responses.
• 2 years' experience in managing escalated complaints, service recovery and complaint-related follow-ups (preferred).
• Experience in handling customer feedback across multiple service touchpoints (preferred).
• Experience in supporting operational projects, system enhancements or process improvement initiatives would be helpful.
• Knowledge of financial advisory sales process, insurance and investment products (preferred).

Responsibilities

• Manage customer call surveys accurately and within required timelines.
• Handle and resolve customer complaints independently and effectively in line with service standards.
• Provide timely and quality responses to customer queries and feedback across various service channels.
• Assess survey responses and customer concerns to determine if further clarification, follow-up or escalation is required.
• Support Customer Service projects and process improvement initiatives.
• Assist with requirements gathering, user testing, data preparation, issue tracking and post-implementation follow-up.
• Escalate significant customer concerns for management review where necessary.
• Perform other ad hoc duties to support department and business objectives.

Skills

Customer service experience

Complaint handling

Escalation management

Survey administration

Process improvement

Requirements gathering

Job description

Recruit Express Pte Ltd is seeking a seasoned Customer Service professional for a 12-month contract in Marina One, Singapore. You will manage customer surveys, resolve complaints, and respond to queries across multiple service channels, contributing to process improvements and project work.

The role requires 3–5 years in financial services customer service, survey experience, and escalation handling. It offers up to SGD 4,770 monthly plus one month bonus, with a focus on service excellence and