Customer Relations Officer, Customer Engagement

SimplyGo Pte. Ltd.; Singapore; Hybrid; SGD 40,000 - 55,000; Full time

Benefits offered by this job

Hybrid work

Job summary

SimplyGo Pte. Ltd. (SPL) is hiring a Customer Relations Officer to be the main contact for customers across hotline and other channels.

You will handle enquiries, ensure accurate information, and maintain high-quality case management. The role emphasizes clear communication and a customer-focused service experience. Responsibilities include handling inquiries, addressing concession issues, and recording interactions in the call centre system.

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, closed on public holidays).

Responsibilities

• 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.
• Maintain a positive and professional approach in all customer interactions.
• Perform ad hoc duties as assigned by team leaders or supervisors.

Skills

Customer service

Communication skills

Multitasking

Teamwork

Job description

Who We Are

We are SimplyGo Pte. Ltd. (SPL), a wholly owned subsidiary of the Land Transport Authority, and a key player in the Singapore public transport ecosystem. We develop transit ticketing and travel card-related products and services that simplify journeys and create value for our commuters. We believe great ideas come from people who are curious, driven, and eager to learn. Join us if you are looking for an organisation that allows you to make a meaningful impact and provide the support you need to grow.

What You Will Do

At SPL, you are an integral part of our team - driving meaningful projects and witnessing the tangible difference your work makes.

As a Customer Relations Officer, 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.
• Maintain a positive and professional approach in all customer interactions.
• Perform ad hoc duties as assigned by team leaders or supervisors.

What You’ll Gain

At SimplyGo, our people are at the heart of everything we do.

We ASPIRE to create a supportive and inclusive workplace where you can thrive.

Here’s what you can look forward to:

Professional

• Continuous growth through training, mentorship, and development.
• Career pathways with room to advance and expand your skills.
• A culture of collaboration that celebrates innovation, respect, and teamwork.

Individual

• An attractive annual compensation package that values your contribution.
• Comprehensive benefits to support your lifestyle and wellbeing.
• Flexibility with hybrid work options and supportive arrangements.
• Wellbeing initiatives designed to keep you healthy, balanced, and engaged.

This role might be for you if you have:

• 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).