Customer Service Executive (Contract)

Tangspac Consulting Group; Singapore; On-site; SGD 30,000 - 36,000; Full time

Job summary

Tangspac Consulting Group is seeking a motivated Customer Service Representative to handle inbound calls and inquiries in Singapore. You will provide accurate product information, resolve issues with empathy, and maintain detailed customer records.

The role emphasizes timely responses and adherence to company policies. Training will be provided to enhance product knowledge and customer service skills, with expectations to meet KPIs such as call handling time and resolution quality.

Qualifications

• Excellent verbal communication skills for clear, professional information delivery.
• Strong listening skills to assess customer needs.
• Ability to multitask and manage multiple inquiries.
• Typing proficiency and accuracy in data entry.
• Experience in a customer service or call centre environment preferred.

Responsibilities

• Respond to inbound customer calls, emails and inquiries timely and professionally.
• Provide accurate information about products, services and policies to customers.
• Handle complaints with empathy and work toward swift resolutions.
• Log and document all customer interactions and transactions in the system.
• Maintain detailed records of customer accounts and interactions to ensure continuity of service.
• Process customer requests, including orders, cancellations and account amendments.
• Escalate complex issues to appropriate departments or management when necessary.
• Follow established procedures and protocols to ensure compliance with company standards.
• Meet or exceed key performance indicators, including call handling time, first-call resolution and customer satisfaction scores.
• Participate in training programmes to enhance product knowledge and customer service skills.

Skills

Verbal communication

Active listening

Multitasking

CRM / Call center tech

Typing

Stress management

Teamwork

Shift work readiness

Customer service experience

Education

Secondary education or equivalent

Diploma or higher preferred

Tools

Call center software

Job description

Key responsibilities

• Respond to inbound customer calls, emails and enquiries in a timely and professional manner
• Provide accurate information about products, services and company policies to customers
• Handle customer complaints and concerns with empathy, working towards swift and satisfactory resolutions
• Log and document all customer interactions and transactions accurately in the system
• Maintain detailed records of customer accounts and interactions to ensure continuity of service
• Process customer requests, including orders, cancellations and account amendments
• Escalate complex issues to appropriate departments or management when necessary
• Follow established procedures and protocols to ensure compliance with company standards
• Meet or exceed key performance indicators, including call handling time, first-call resolution and customer satisfaction scores
• Participate in training programmes to enhance product knowledge and customer service skills

Requirements

• Excellent verbal communication skills with the ability to articulate information clearly and professionally
• Strong listening skills and the ability to understand customer needs and concerns
• Ability to multitask and manage multiple customer enquiries simultaneously
• Proficiency with computer systems, databases and call centre technology
• Typing proficiency and accuracy in data entry
• Ability to remain calm under pressure in a fast-paced environment
• Team player with a positive attitude and willingness to help colleagues
• Flexibility to work shift schedules once the training is concluded.
• Secondary education qualification or equivalent; diploma or higher qualification is advantageous
• Previous customer service or call centre experience is preferred