Customer Relations Officer

SIMPLYGO PTE. LTD.; Singapore; On-site; SGD 31,000 - 40,000; Full time

Job summary

SIMPLYGO PTE. LTD. is seeking a Customer Relations Officer, Customer Engagement in Singapore.

You will be the primary contact for customers across hotline and other channels, delivering timely and accurate support, and ensuring adherence to case management processes and quality standards. You will handle inbound inquiries, assist with concession-related matters and SimplyGo issues, and perform outbound follow-ups while recording interactions and meeting KPI targets.

Qualifications

• Prior call centre or customer service experience is preferred.
• Strong interpersonal and communication skills with a customer-first mindset.
• Self-motivated and able to work independently with minimal supervision.
• Proactive team player, adaptable to a fast-paced, dynamic environment.
• Detail-oriented with the ability to follow processes accurately.
• Comfortable managing high call volumes and multitasking efficiently.
• Willing to work shifts, including weekends (hotline operates 8am-6pm).

Responsibilities

• Handle incoming enquiries via hotline, email, or other channels and provide accurate, timely solutions.
• Assist customers with concession-related matters, claims, and SimplyGo issues.
• Conduct outbound calls for follow-ups or callbacks.
• Record all customer interactions accurately in the call centre system.
• Achieve or exceed individual and team KPIs set by the management.
• Maintain a positive and professional approach in all customer interactions.
• Other ad hoc duties as assigned by Team Leaders or Supervisors

Skills

Customer service

Call centre

Communication

CRM system

Job description

Responsibilities

As a Customer Relations Officer, Customer Engagement, you will be the primary point of contact for customers, providing timely and accurate support across hotline and other channels. You will assist with SimplyGo enquiries while ensuring clear communication, positive service experiences, and adherence to case management processes and quality standards.

Key Tasks you will be involved in

• Handle incoming enquiries via hotline, email, or other channels and provide accurate, timely solutions.
• Assist customers with concession-related matters, claims (e.g., over-deduction, double deduction), and SimplyGo issues.
• Conduct outbound calls for follow-ups or callbacks.
• Record all customer interactions accurately in the call centre system.
• Achieve or exceed individual and team KPIs set by the management (30 inbound calls, handling time on call, QA team for service standard)
• Maintain a positive and professional approach in all customer interactions.
• Other ad hoc duties as assigned by Team Leaders or Supervisors

Requirements

This role might be for you if you:

• Prior call centre or customer service experience is preferred.
• Strong interpersonal and communication skills with a customer-first mindset.
• Self-motivated and able to work independently with minimal supervision.
• Proactive team player, adaptable to a fast-paced, dynamic environment.
• Detail-oriented with the ability to follow processes accurately.
• Comfortable managing high call volumes and multitasking efficiently.
• Willing to work shifts, including weekends (hotline operates 8am-6pm, closed on public holidays).