Customer Service Officer

VOIS PTE LTD; Singapore; On-site; SGD 24,000 - 42,000; Full time

Job summary

VOIS PTE LTD is seeking a Customer Service Officer in Singapore to join their Kampong Ubi Central Region team. This full-time role focuses on delivering exceptional customer service and support, handling inquiries, and resolving issues within a busy call centre environment.

As the voice of the organisation, you will manage account updates, orders and service changes while meeting KPIs such as call handling time and first-call resolution.

Qualifications

• Strong verbal communication and active listening.
• Customer-focused mindset with a genuine desire to resolve issues.
• Proficiency with computer systems, call centre software, and MS Office.
• Ability to multitask across multiple interactions while staying accurate.
• Patience and composure with frustrated customers.
• Problem-solving and logical thinking to offer solutions.
• Reliability with attendance and punctuality.
• Team player who supports colleagues.
• Experience in call centre or similar environment is advantageous.
• Relevant customer service qualifications or certifications would be beneficial.

Responsibilities

• Answer incoming customer calls in a professional and courteous manner.
• Provide accurate information about products and services to customers.
• Resolve customer issues and complaints efficiently, escalating complex matters to supervisors when necessary.
• Process customer requests including account updates, orders and service changes.
• Meet or exceed KPIs including call handling time, first-call resolution and customer satisfaction targets.
• Collaborate with team members and other departments to ensure seamless service delivery.
• Follow company policies and procedures whilst adhering to quality assurance standards.
• Provide feedback to management regarding customer concerns and suggestions for service improvement.

Skills

Verbal communication

Customer focus

Computer proficiency

Multitasking

Patience

Problem solving

Reliability

Team player

Call centre experience

Qualifications beneficial

Education

Customer service certifications

Tools

CRM software

MS Office

Job description

About the role

We are seeking a Customer Service Officer to join VOIS PTE LTD in our Kampong Ubi Central Region location. This is a full-time position that plays a crucial role in delivering exceptional customer service and support to our clients. As a Customer Service & Sales Coordinator, you will be the voice of our organisation, handling customer enquiries, resolving issues and ensuring every interaction leaves a positive impression. This role is fundamental to maintaining customer satisfaction and loyalty, whilst contributing directly to the success of our call centre operations.

Key responsibilities

• Answer incoming customer calls in a professional and courteous manner, addressing enquiries and concerns promptly

• Provide accurate information about products and services to customers, ensuring they understand solutions available to them

• Resolve customer issues and complaints efficiently, escalating complex matters to supervisors when necessary

• Process customer requests including account updates, orders and service changes

• Meet or exceed key performance indicators including call handling time, first-call resolution and customer satisfaction targets

• Collaborate with team members and other departments to ensure seamless service delivery

• Follow company policies and procedures whilst adhering to quality assurance standards

• Provide feedback to management regarding customer concerns and suggestions for service improvement

What we're looking for

• Strong verbal communication skills with the ability to articulate clearly and listen actively to customers

• Customer-focused mindset with a genuine desire to help and resolve issues effectively

• Proficiency in using computer systems, call centre software and Microsoft Office applications

• Ability to multitask and manage multiple customer interactions whilst maintaining accuracy

• Patience and composure when handling difficult or frustrated customers

• Problem-solving skills with the ability to think logically and find practical solutions

• Reliability and strong work ethic with the ability to meet attendance and punctuality requirements

• Team player mentality with willingness to support colleagues and contribute to a positive work environment

• Previous customer service experience in a call centre or similar environment is advantageous

• Relevant customer service qualifications or certifications would be beneficial

About us

VOIS PTE LTD is a dedicated call centre and customer service organisation committed to delivering outstanding support to our clients and their customers. We pride ourselves on maintaining high standards of professionalism, efficiency and customer satisfaction. Our team works collaboratively to create a supportive environment where employees can thrive and develop their skills. We believe in investing in our people and fostering a culture of continuous improvement and excellence.

What we offer

We offer competitive remuneration and a range of benefits to support your wellbeing and career development. Working with VOIS PTE LTD, you will have the opportunity to develop valuable customer service skills in a professional environment with structured training and mentoring. We foster a collaborative team atmosphere where your contributions are valued and recognised. Our commitment to employee welfare means you can expect fair treatment, clear career progression opportunities and a supportive workplace culture that encourages personal growth and professional advancement.