Customer Service Executive

Sembcorp Industries Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company in Singapore is seeking a customer service professional. Responsibilities include managing customer interactions, overseeing complaint resolutions, and training retail agents. Ideal candidates should have a diploma/degree and at least 3 years of customer service experience, along with strong interpersonal skills and bilingual communication abilities.

Qualifications

• 3 years' experience in Customer Service.
• Excellent interpersonal skills with a pleasant personality.
• Able to communicate in English and one other language.

Responsibilities

• Manage inbound/outbound calls, emails, live chat, and digital channels.
• Oversee complaint resolution processes and elevate issues when necessary.
• Coach and support retail agents and conduct training sessions.

Skills

Customer Service

Interpersonal skills

Bilingual communication

Education

Diploma/Degree

Job description

Key Responsibilities

• Customer Interaction & Enquiry Management: Manage inbound/outbound calls, emails, live chat, and digital channels. Ensure all interactions are logged in relevant CRM systems.
• Complaints Handling & Resolution: Oversee complaint resolution processes and elevate issues when necessary. Track Voice of Customer (VOC) feedback.
• Training and Development: Coach and support retail agents. Conduct training sessions and maintain SOPs and onboarding materials.
• Reporting & Performance Monitoring: Track KPIs (e.g., CSAT, average handling time). Prepare performance reports and use insights to improve service.
• Data & Compliance Management: Ensure compliance with PDPA and internal privacy policies. Maintain accurate records and support audits.

Requirements

• Diploma/Degree
• Preferably with 3 years’ experience in Customer Service
• Excellent interpersonal skills with a pleasant personality
• Able to communicate with English and one other language