Customer Service Officer (1 Year Contract)

Singapore Post Ltd; Singapore; On-site; SGD 30,000 - 54,000; Full time

Job summary

SingPost is seeking a customer service professional to manage timely inquiries and investigation follow-ups, ensuring swift resolution and transparent communication with customers. You will coordinate with service providers and international stakeholders to obtain updates and provide feedback.

The role also involves evaluating compensation claims and sharing best practices with the team to maintain high service quality.

Qualifications

• Minimum 1 year in a customer service role.
• Experience in logistics, e-commerce, or contact center environments preferred.
• Written proficiency in English and Mandarin for email inquiries and liaising with Mandarin-speaking customers.
• Proficient in Microsoft Office and Google Sheets.

Responsibilities

• Manage enquiries within tight timelines and follow up on investigations to minimise outstanding cases.
• Proactively communicate and report anomalies to customers for transparency and swift resolution.
• Coordinate with service providers and international stakeholders for status updates and final feedback to customers.
• Evaluate compensation claims submitted by customer service representatives per company policies.
• Analyze vendor portals and case handling procedures to share best practices with the team.
• Ensure high quality service and customer satisfaction.

Skills

Bilingual English/Mandarin

CRM experience

Excel & Google Sheets

Multitasking

Customer service

Tools

CRM systems

Microsoft Office

Google Sheets

Job description

Job Description

Manage enquiries within a tight timeline and efficiently follow up on the investigation to minimise outstanding cases. Proactively communicate and report on anomalies to customers, ensuring transparency and swift resolution. Coordinate with service providers and international stakeholders to obtain the latest status updates and provide comprehensive feedback or conclusive updates to customers accurately. Evaluate the feasibility of compensation claims submitted by customer service representatives ensuring adherence to company policies. Analyze vendor portals and case handling procedures, sharing insights and best practice with the customer service team to ensure overall efficiency. Ensuring high quality service and customer satisfaction.

Requirement

• Minimum 1 year of experience in a customer service role.
• Previous experience in logistics, e-commerce, or contact center environments is strongly preferred.
• Written proficiency in English and Mandarin to handle email inquiries and effectively liaise with Mandarin-speaking customers.
• Proficient in Microsoft Office (e.g. Excel) and Google Sheets.
• Hands‑on experience with CRM or case management systems is required.
• Strong organizational and multi‑tasking skills, with a proven ability to manage multiple cases simultaneously under pressure.

Additional Information

Working hours Monday to Thursday : 8.30am to 6pm Friday : 8.30am to 5.30pm Alternate Saturday : 8.30am to 12.30pm / 1.30pm to 5.30pm

For over 165 years, Singapore Post (SingPost) as the country's postal service provider, has been delivering trusted and reliable services to homes and businesses in Singapore. SingPost is a leading postal and eCommerce logistics provider in Asia Pacific. The portfolio of businesses spans from national and international postal services to warehousing and fulfilment, international freight forwarding and last mile delivery, serving customers in more than 220 global destinations. Headquartered in Singapore, SingPost has over 4,900 employees, with offices in 14 markets worldwide. Since its inception in 1858, the Group has evolved and innovated to bring about best‑in‑class integrated logistics solutions and services, making every delivery count for people and planet. To find out more about SingPost, please visit www.singpost.com