Customer Service Assistant / Officer (Night Shift)

Aikit Pte Ltd; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading company in Singapore is looking for a Customer Service Manager to enhance customer experience and streamline operations. The role entails managing customer inquiries, analyzing service data, and collaborating across teams to improve service delivery. Candidates should possess strong communication skills and a bachelor's degree.

Qualifications

• Bachelor’s degree in Business, Communications, or related field.
• 1 year of customer service experience.
• Able to work in a night shift environment.

Responsibilities

• Develop and implement customer service policies and procedures.
• Monitor and analyze service metrics and KPIs.
• Generate and present regular reports on customer service performance.

Skills

Interpersonal skills

Communication skills

Problem-solving

Analytical mindset

Education

Bachelor’s degree in Business

Bachelor’s degree in Communications

Tools

Customer service software

CRM platforms

Job description

Key Responsibilities

• Customer Experience Management
  Develop and implement customer service policies and procedures.
  Handle complex or escalated customer inquiries and complaints.
  Ensure timely and professional responses to customer issues across all communication channels.

• Operations & Strategy
  Monitor and analyze service metrics and KPIs to identify areas for improvement.
  Collaborate with cross-functional teams (e.g., Sales, Product, Technical Support) to resolve issues and improve the customer journey.
  Utilize customer feedback to influence product/service improvements.

• Reporting & Documentation
  Generate and present regular reports on customer service performance and trends.
  Maintain documentation of common issues and resolution procedures.

Qualifications

• Bachelor’s degree in Business, Communications, or related field.

• 1 year of customer service experience

• Able to work in a night shift environment

• Strong interpersonal and communication skills.

• Proven ability to manage teams and handle high-pressure situations.

• Experience with customer service software and CRM platforms.

• Analytical and problem-solving mindset.