Customer Service Agent

Jobtailor; Singapore; On-site; SGD 39,060 - 55,800; Full time

Job summary

TDCX is seeking a customer support professional to provide excellent service across multiple channels in Singapore. You will identify customer needs, resolve issues on first contact, and follow up with internal teams to ensure consistent case closure while adhering to service standards.

The role emphasizes strong communication, empathy, and time management, with opportunities to contribute to process improvements and customer satisfaction across local markets.

Qualifications

• Must possess at least a Diploma or Bachelor's/Graduate qualification in any field.
• 2 years of related experience preferred; fresh graduates also encouraged.
• Strong communication, listening, empathy and phone etiquette.
• Comfortable with computers and learning new systems.
• Excellent verbal and written English and local language communication.

Responsibilities

• Provide excellent support experience to customers via all relevant communication channels.
• Identify customer needs and research issues to offer strategic solutions.
• Ensure first contact resolution and effective follow-up to close cases per service standards.
• Provide constructive feedback to improve tools, resources, procedures and workflows.
• Deliver high-quality service to achieve customer satisfaction and build strong relationships.
• Engage customers and go the extra mile to maintain quality standards of the organization.
• Perform any other duties as assigned, supporting the Quality Management System.

Skills

Strong communication

Active listening

Empathy

Phone etiquette

Time management

Multi-tasking

Bilingual English/local language

Education

Diploma

Bachelor's Degree

Master's Degree

Tools

Multiple Systems

Job description

• Provide excellent support experience to customers via all relevant communication channels
• Identify customer's needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified
• Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards
• Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience
• Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures
• Build sustainable relationships and engage customers by taking the extra mile
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Requirements

• Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree in any field
• Preferable with 2 years of working experience in the related field is required for this position
• However, fresh graduates are encouraged to apply
• Possesse strong time management skills and motivated to exceed expectations
• Ability to multi-task and use information provided by customers to tailor responses and actions to meet specific needs
• Must be a strong communicator, with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar and articulation)
• Comfortable working with computers and the ability to work with multiple systems and the ability to learn and adapt to new ones
• Excellent verbal and written communication skills in English and the language of the supporting market

Core Competencies

Demonstrates strong customer support capabilities by effectively identifying and addressing customer needs, ensuring first contact resolution, and maintaining high customer satisfaction. Proficient in time management, multi-tasking, and adapting to various systems while delivering excellent communication in English and the local language.

Highest-signal resume keywords

• Customer Support Experience
• First Contact Resolution
• Effective Communication
• Time Management
• Multi-Tasking

ATS Optimization Keywords

Soft Skills

• Strong Communication
• Effective Listening
• Empathy
• Good Phone Etiquette

Certifications & Qualifications

• Diploma
• Bachelor's Degree
• Master's Degree

Industry Keywords

• Customer Satisfaction
• Quality Management System
• Service Standards
• Strategic Solutions
• Workflow Enhancement

Tools & Technologies

• Multiple Systems