Customer Service Officer (1 Year Contract)

Singapore Post Limited; Singapore; On-site; SGD 28,000 - 42,000; Full time

Job summary

Singapore Post Limited is seeking a proactive Customer Service Professional to manage enquiries and investigations within tight timelines, while keeping customers informed with clear updates.

Key responsibilities include coordinating with service providers and international stakeholders, evaluating compensation claim feasibility, and sharing best practices to improve efficiency and customer satisfaction.

Qualifications

• Minimum 1 year of experience in a customer service role.
• Experience in logistics, e-commerce, or contact center environments is strongly preferred.
• Proficient in Microsoft Office (Excel) and Google Sheets.
• Hands-on experience with CRM or case management systems.

Responsibilities

• Manage enquiries within a tight timeline 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 provide feedback to customers.
• Evaluate feasibility of compensation claims submitted by customer service representatives ensuring adherence to company policies.
• Analyze vendor portals and case handling procedures, sharing insights with the team to improve efficiency.
• Ensure high quality service and customer satisfaction.

Tools

CRM systems

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.

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