Customer Service Officer

NXGEN; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

NXGEN is seeking an experienced Customer Service Officer in Singapore to strengthen customer service operations. The role focuses on handling inquiries, coordinating with engineers for maintenance, and ensuring timely follow-up of service requests to enhance customer satisfaction.

The ideal candidate will excel in communication, organization, and stakeholder management, and will support multiple departments to deliver seamless service experiences in a fast-paced environment.

Qualifications

• Service-oriented mindset with a passion for delivering exceptional customer experiences.
• Strong communication, relationship-building, and stakeholder management skills.
• Excellent organizational and scheduling capabilities with attention to detail.
• Demonstrates initiative, accountability, and a proactive approach to problem-solving.
• Able to work effectively in a dynamic environment and manage multiple priorities simultaneously.
• Composed, resilient, and professional when handling challenging customer situations.
• Collaborative team player with the ability to foster positive working relationships across all levels of the organization.
• Customer-focused, dependable, and committed to continuous improvement.

Responsibilities

• Answer calls professionally regarding our products and services.
• Be attentive and apprehend customer's feedback accurately.
• Follow up to ensure that appropriate actions were taken on customers' requests.
• Refer unresolved customer grievances or special requests to designated departments for further investigation.
• Build a relationship with clients.
• Maintains open communication within the team, engineers and inter-department.
• Preparation of reports on a timely basis.
• Correspond clear replies to customer's emails.
• Schedule and assign engineers for activities including but not limited to preventive maintenance, incidents and service requests.

Skills

Customer service

Communication

Scheduling

Stakeholder management

Teamwork

Problem-solving

Job description

NXGEN is a leading service provider offering end-to-end integrated infocommunications IT solutions services. We lead digital transformations for clients by modernising their mainstream IT and deploying digital solutions at scale to drive growth and performance.

At NXGEN, we put our customers first and help them navigate their digital transformation with ease. We recognise the importance of connecting people to foster collaboration and build relationships that last, and we empower their business by providing innovative solutions and technical expertise. Our commitment to honouring our word is integral to everything we do.

NXGEN is a wholly-owned subsidiary of TeleChoice International Limited, a publicly listed company. TeleChoice is also a portfolio company of ST Telemedia, a strategic investor in communications and media, data centres and infrastructure technology businesses, across Asia, the US and Europe.

TeleChoice International Limited ("TeleChoice") is a regional diversified provider and enabler of innovative communications. Incorporated in Singapore on 28 April 1998 and listed on the Main-Board of the Singapore Exchange Securities Trading Limited ("SGX-ST") on 25 June 2004, TeleChoice is a subsidiary of leading infocommunications group, Singapore Technologies Telemedia Pte Ltd, which operates in the Asia Pacific, the America and Europe.

We are looking for an experienced and dedicated Customer Service Officer to strengthen customer service operations and maintain service quality standards by ensuring prompt handling of customer enquiries, effective scheduling of service engineers, timely follow-up of service requests, accurate reporting, and seamless coordination across departments, thereby enhancing customer satisfaction and supporting business objectives.

Responsibilities

• Answer calls professionally regarding our products and services.
• Be attentive and apprehend customer's feedback accurately.
• Follow up to ensure that appropriate actions were taken on customers' requests.
• Refer unresolved customer grievances or special requests to designated departments for further investigation.
• Build a relationship with clients.
• Maintains open communication within the team, engineers and inter-department.
• Preparation of reports on a timely basis.
• Correspond clear replies to customer's emails.
• Schedule and assign engineers for activities including but not limited to preventive maintenance, incidents and service requests.

Requirements

• Service-oriented mindset with a passion for delivering exceptional customer experiences.
• Strong communication, relationship-building, and stakeholder management skills.
• Excellent organizational and scheduling capabilities with attention to detail.
• Demonstrates initiative, accountability, and a proactive approach to problem-solving.
• Able to work effectively in a dynamic environment and manage multiple priorities simultaneously.
• Composed, resilient, and professional when handling challenging customer situations.
• Collaborative team player with the ability to foster positive working relationships across all levels of the organization.
• Customer-focused, dependable, and committed to continuous improvement.