Customer Experience & Automation Specialist

NETWORK FOR ELECTRONIC TRANSFERS (SINGAPORE) PTE LTD; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

NETWORK FOR ELECTRONIC TRANSFERS (SINGAPORE) PTE LTD is seeking a Customer Service Officer to handle inquiries via phone, chat, and email, delivering prompt and professional support while ensuring a positive customer experience.

You will contribute to service improvements by identifying recurring issues, supporting automation of processes, and generating operational reports to enable better decision-making and enhanced service performance.

Qualifications

• Excellent verbal and written communication skills.
• Strong problem-solving abilities and root-cause analysis.
• Ability to work independently and in a team.
• Experience with CRM systems, spreadsheets, reporting tools and digital workflows.

Responsibilities

• Handle and resolve customer enquiries via phone, chat, and email.
• Coordinate with internal parties for first-contact resolution and timely follow-ups.
• Log all customer interactions and outcomes in the CRM system.
• Demonstrate patience and empathy in challenging situations while maintaining service quality.
• Meet individual and team service, quality, productivity, and customer-satisfaction goals.
• Identify recurring enquiries and support process automation initiatives.
• Provide requirements, documentation, testing support, and post-implementation review for improvements.
• Produce and review operational and customer reports to highlight trends and improvements.
• Collaborate with team members and stakeholders to improve service delivery.

Skills

Communication

Problem solving

Teamwork

Adaptability

Education

Diploma

Tools

CRM systems

Job description

NETWORK FOR ELECTRONIC TRANSFERS (SINGAPORE) PTE LTD is seeking a Customer Service Officer to handle inquiries via phone, chat, and email, delivering prompt and professional support while ensuring a positive customer experience.

You will contribute to service improvements by identifying recurring issues, supporting automation of processes, and generating operational reports to enable better decision-making and enhanced service performance.