Customer Service Executive

NEW GOLDEN SEA SHIPPING PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading shipping company in Singapore is seeking a professional to manage customer service performance metrics and assist with implementing new systems. The ideal candidate should possess at least 1 year of relevant experience, have strong analytical and reporting skills, and be able to communicate fluently in English and Chinese. This role involves preparing reports, handling customer complaints, and collaborating with various branches to ensure high service standards.

Qualifications

• 1 year of relevant experience in customer service or related field.
• Proven ability to work independently and manage multiple tasks.
• Strong reporting skills in Microsoft Office tools.

Responsibilities

• Prepare KPI reports for customer service metrics.
• Monitor customer service performance and ensure standards are met.
• Assist in implementing new systems and services.

Skills

Analytical skills

Communication skills

Interpersonal skills

Report writing

Task management

Bilingual (English and Chinese)

Education

Diploma or bachelor’s degree in Shipping, Logistics, Transportation, or related field

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Responsibilities

• Prepare and submit weekly and monthly Key Performance Indicator (KPI) reports related to customer service metrics.
• Handle the Yearly Customer Service Satisfaction Survey.
• Monitor customer service performance across all branches to ensure adherence to company standards.
• Collaborate with branch users to support the implementation of performance improvement initiatives.
• Assist Head Office (HQ) in implementing new systems or services across branches, including communication, training coordination, and feedback collection.
• Respond to ad hoc requests and service requirements from branch offices.
• Assist with website maintenance and promotion, including content updates, news or announcements.
• Support eBL promotion and performance monitoring in collaboration with relevant teams.
• Arrange and manage system access rights for new users, including account creation, permission settings, and coordination with IT or relevant party.
• Handle customer complaints (WeHeardYou) and ensure proper follow-up to resolve issues in a timely and professional manner.

Qualifications

• Diploma or bachelor’s degree in Shipping, Logistics, Transportation, or related field (preferred).
• Minimum 1 year of relevant experience.
• Strong analytical and reporting skills in Microsoft Word, Excel, PowerPoint.
• Excellent communication and interpersonal skills.
• Ability to manage multiple tasks and meet deadlines.
• Able to communicate and write in English and Chinese.
• Able to work independently.