Customer Service [ Office / backend ] 7094

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

Job summary

A customer service organization in Singapore is seeking a Customer Service Representative to manage inbound and outbound communications, resolve customer complaints, and provide support to retail agents. The role requires monitoring key performance indicators to enhance service quality while ensuring compliance with data privacy regulations. Ideal candidates should be proactive, detail-oriented, and capable of fostering a positive customer experience. This position offers a salary between $2500 and $2800, inclusive of AWS and variable bonuses.

Responsibilities

• Manage inbound and outbound calls across various channels.
• Handle and resolve customer complaints promptly.
• Provide coaching and training to retail agents.
• Monitor customer satisfaction and service metrics.
• Ensure compliance with data privacy policies.

Job description

Customer Service

• Working Hours: Monday - Friday (8am-5.30pm)
• Location: Jurong area
• Salary : $2500 - $2800
• With AWS & Variable Bonus

Job Responsibilities

• Manage inbound and outbound calls, emails, live chats, and other digital communication channels, ensuring all interactions are accurately logged in the CRM system.
• Handle and resolve customer complaints promptly, escalating issues when necessary and tracking Voice of Customer (VOC) feedback to improve service quality.
• Provide coaching and support to retail agents through regular training sessions, maintaining updated SOPs and onboarding materials.
• Monitor key performance indicators such as Customer Satisfaction Score (CSAT) and average handling time, prepare performance reports, and leverage insights to enhance service standards.
• Ensure strict compliance with PDPA and internal data privacy policies, maintain accurate records, and support audit requirements.