Customer Service Officer/Manager

TALENT TITANS PTE. LTD.; Singapore; On-site; SGD 38,000 - 62,000; Full time

Job summary

TALENT TITANS PTE. LTD. is seeking a client services coordinator to support Asia-focused accounts and enhance service delivery.

The role centers on acting as the primary contact for Philippine-based clients and partners, coordinating with internal teams, and ensuring high-quality, timely communication. The position requires strong communication, cross-cultural engagement, and meticulous record-keeping. You will handle requests, log issues, and assist with billing and reporting to sustain client

Qualifications

• Strong communication skills.
• Comfortable engaging with clients from different cultural backgrounds.
• Strong coordination and multitasking abilities.
• Problem-solving mindset with attention to detail.
• Proficient in Microsoft Office (Excel, Word, Email).

Responsibilities

• Serve as the primary point of contact for Asian clients, especially Philippines-based clients and partners.
• Communicate effectively with clients across cultures and business environments.
• Manage expectations, clarify service scope, and ensure deliverables alignment.
• Build long-term client relationships through regular follow-ups.
• Handle service requests, complaints, and feedback promptly.
• Log, track, and resolve issues within agreed timelines.
• Provide updates on progress and resolution status.
• Escalate complex issues to operations or management when required.
• Coordinate with technical, maintenance, cleaning, and subcontractor teams for service execution.
• Schedule site visits, inspections, and rectification works.
• Ensure client instructions are communicated and executed.
• Follow up to ensure service completion and client satisfaction.
• Maintain service standards and SLA compliance.
• Prepare reports on service requests, incident logs, and client feedback.
• Identify recurring issues and propose preventive solutions.
• Support management with client performance updates and service improvements.
• Maintain accurate records of client communications, service requests, and work orders.
• Assist with quotations, service reports, and vendor coordination records.
• Support billing and invoice-related queries when required.
• Respond to urgent facility-related issues and coordinate immediate action.
• Escalate critical incidents promptly.
• Document incident reports and follow-up actions.

Skills

Strong communication

Cross-cultural communication

Coordination

Multitasking

Problem solving

Microsoft Office

Tools

Excel

Word

Email

Job description

Key Responsibilities

1. Client Management (Asia Focus)

• Serve as the primary point of contact for Asian clients, especially Philippines-based clients and partners
• Communicate effectively with clients across different cultural and business environments
• Manage expectations, clarify service scope, and ensure alignment on deliverables
• Build and maintain strong long-term client relationships through regular follow-ups

2. Customer Service & Issue Resolution

• Handle incoming service requests, complaints, and feedback in a timely and professional manner
• Ensure all issues are properly logged, tracked, and resolved within agreed timelines
• Provide clear updates to clients on progress and resolution status
• Escalate complex issues to operations or management when required

3. Coordination with Operations Teams

• Liaise with technical, maintenance, cleaning, and subcontractor teams for service execution
• Coordinate schedules for site visits, inspections, and rectification works
• Ensure client instructions are properly communicated and executed by internal teams
• Follow up closely to ensure service completion and client satisfaction

4. Service Quality & Reporting

• Maintain service standards and ensure SLA compliance across accounts
• Prepare reports on service requests, incident logs, and client feedback
• Identify recurring issues and propose preventive solutions
• Support management with client performance updates and service improvements

5. Administrative & Documentation Duties

• Maintain accurate records of client communications, service requests, and work orders
• Assist with documentation such as quotations, service reports, and vendor coordination records
• Support billing and invoice-related queries when required

6. Emergency Response & Escalation

• Respond to urgent facility-related issues and coordinate immediate action
• Escalate critical incidents to management promptly
• Ensure proper documentation of incident reports and follow-up actions

Requirements

Skills & Competencies

• Strong communication skills
• Comfortable engaging with clients from different cultural backgrounds
• Strong coordination and multitasking abilities
• Problem-solving mindset with attention to detail
• Proficient in Microsoft Office (Excel, Word, Email)