Customer Service Officer (1 Year Contract)

Singapore Post Limited; Singapore; Sur place; SGD 28 000 - 39 000; Plein temps

Résumé du poste

Singapore Post Limited is seeking a dedicated customer service professional to manage inquiries with precision and timely follow-ups. The role requires bilingual communication in English and Mandarin, strong command of CRM systems, and excellent organizational skills to handle multiple cases efficiently.

Responsibilities include coordinating with international partners, reporting anomalies, and ensuring high-quality service and customer satisfaction in a fast-paced logistics environment.

Qualifications

• At least 1 year in customer service; logistics/e-commerce preferred.
• Proficient in English and Mandarin for emails with Mandarin-speaking customers.
• Strong Excel/Google Sheets and CRM experience.
• Excellent organizational and multitasking abilities under pressure.

Responsabilités

• Manage enquiries within a tight timeline and follow up to minimise outstanding cases.
• Proactively communicate and report anomalies to customers for transparency and swift resolution.
• Coordinate with service providers and international stakeholders for updates and provide comprehensive feedback to customers.
• Evaluate the feasibility of compensation claims under company policy.
• Analyze vendor portals and case handling procedures to share insights and improve efficiency.
• Ensure high quality service and customer satisfaction.

Connaissances

English

Mandarin

Microsoft Office

Google Sheets

CRM

Case management systems

Organizational skills

Multitasking

Outils

CRM software

Case management systems

Microsoft Excel

Google Sheets

Description du poste

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