Customer Care QA Analyst - Email & Call Center

PERSOL; Singapore; On-site; SGD 42,000 - 54,000; Full time

Job summary

PERSOL is seeking a detail-oriented Customer Service Specialist to join our Clarke Quay contact center. You will manage mailbox enquiries, make personalised calls where needed, and ensure timely resolution of customer issues.

The role requires 2 years of call centre experience, strong communication, data handling skills, and the ability to work independently while collaborating with cross-functional teams. Office hours, Monday–Friday, Singaporean with degree required.

Qualifications

• Singaporean with a degree in any field.
• Minimum 2 years of Level 2 call centre experience.
• Experience handling escalated cases.
• Strong written and verbal communication.
• Proficient with MS Office, especially Excel.
• Ability to work independently and manage priorities.
• Customer-centric mindset with problem-solving skills.
• Experience handling high-volume email correspondence.
• CRM or case management experience is an advantage.

Responsibilities

• Handles mailbox enquiries and resolves customer issues via email and personalised calls where applicable.
• Distributes enquiries to relevant teams and follows up on actionable items.
• Fulfils SLA by responding to all emails within 5 working days and follows up within SLA.
• Provides daily email summary report to the Quality Service Manager and stakeholders.
• Highlights and escalates challenging issues promptly.
• Ensures timely filing of cases into shared drive folders.
• Prepare feedback on service quality and recommend productivity improvements.
• Prepare data such as SLA, customer satisfaction, surveys and logs to drive strategies.

Skills

Written communication

Verbal communication

Attention to detail

MS Excel

CRM experience

Data analysis

Customer-centric mindset

Problem solving

Independent working

Prioritization

Education

Degree in any field

Tools

CRM system experience

Job description

PERSOL is seeking a detail-oriented Customer Service Specialist to join our Clarke Quay contact center. You will manage mailbox enquiries, make personalised calls where needed, and ensure timely resolution of customer issues.

The role requires 2 years of call centre experience, strong communication, data handling skills, and the ability to work independently while collaborating with cross-functional teams. Office hours, Monday–Friday, Singaporean with degree required.