Customer Service Officer

HR FOCUS; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading customer service firm in Singapore is looking for a dedicated individual to enhance service quality across multiple brands. The ideal candidate will analyze customer feedback, implement quality initiatives, and require 2 years of experience in a similar role. Strong analytical skills and fluency in English and Chinese are essential. A proactive approach to service improvements will be key in this dynamic environment.

Qualifications

• 2 years work experience in a similar capacity.
• Strong analytical skills and proficiency in data analysis.
• Proficient in customer service and quality monitoring principles.

Responsibilities

• Ensure customer service operations meet established quality standards.
• Manage key quality metrics such as NPS and CSI.
• Prepare reports on service quality metrics and trends.
• Initiate customer delight programmes to enhance satisfaction.
• Recommend process improvements for service quality.

Skills

Customer service operations

Analytical skills

Problem-solving skills

Fluency in English and Chinese

Job description

Location- East area

Working Hours: Mondays to Fridays 8:30am – 6pm, Alternate Saturdays 8:30am – 12:30pm

Ensures customer service operations meet established quality

standard across multiple brands.

Proactively manage key quality matrix, including the NPS (Net Promoter Score), CSI (Customer Satisfaction Index)

Analysing customer feedback to create and implement action plans, and collaborate with the front-line team for continuous customer experience improvement promptly.

Prepare and present comprehensive reports on service quality metrics and trends. Utilize data to drive informed decision-making for service improvements. Track key performance indicators (KPIs) and set benchmarks for service excellence.

Initiate and implement practical customer delight programmes at the service centre, including seasonal initiatives, to complement service quality and enhance customer satisfaction.

Recommend process improvement to enhance operational efficiency and service quality. Check adherence to service quality processes and take proactive corrective actions to maintain performance.

Good understanding of customer service and quality monitoring principles in the automotive industry. 2 years work experience in similar capacity is required.

Strong analytical and problem-solving skills, with proficiency in data analysis and reporting.

Proven ability to work in a multi-tasked, dynamic, and demanding environment while supporting service quality for multiple brands.

Must be able to communicate fluently with both English and Chinese speaking counterparts in written and spoken.

✔️ If you’re ready to take the next step in your career, submit your application today!

· ✔️We look forward to reviewing your application! 🙌

· (We regret that only shortlisted candidates will be notified)