Customer Service Officer (On Shift)

NETWORK FOR ELECTRONIC TRANSFERS (SINGAPORE) PTE LTD; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

NETWORK FOR ELECTRONIC TRANSFERS (SINGAPORE) PTE LTD is seeking a Customer Service Officer to handle inquiries via phone, chat, and email, delivering prompt and professional support while ensuring a positive customer experience.

You will contribute to service improvements by identifying recurring issues, supporting automation of processes, and generating operational reports to enable better decision-making and enhanced service performance.

Qualifications

• Excellent verbal and written communication skills.
• Strong problem-solving abilities and root-cause analysis.
• Ability to work independently and in a team.
• Experience with CRM systems, spreadsheets, reporting tools and digital workflows.

Responsibilities

• Handle and resolve customer enquiries via phone, chat, and email.
• Coordinate with internal parties for first-contact resolution and timely follow-ups.
• Log all customer interactions and outcomes in the CRM system.
• Demonstrate patience and empathy in challenging situations while maintaining service quality.
• Meet individual and team service, quality, productivity, and customer-satisfaction goals.
• Identify recurring enquiries and support process automation initiatives.
• Provide requirements, documentation, testing support, and post-implementation review for improvements.
• Produce and review operational and customer reports to highlight trends and improvements.
• Collaborate with team members and stakeholders to improve service delivery.

Skills

Communication

Problem solving

Teamwork

Adaptability

Education

Diploma

Tools

CRM systems

Job description

Position Summary

The customer service hotline operates daily from 9:00 a.m. to 9:00 p.m. and serves as a key point of contact for customers seeking assistance with the company's products and services. The Customer Service Officer delivers prompt, accurate, and professional support through phone, chat, and email channels.

In addition to handling customer enquiries, the role contributes to service improvement by identifying recurring issues, supporting the transformation and automation of work processes and workflows, and generating operational reports that enable better decisions and service performance.

Key responsibilities

Customer Service and Case Management

• Handle and resolve customer enquiries received through phone, chat, and email in an effective, accurate, and professional manner.

• Where first-contact resolution is not possible, coordinate closely with internal parties, provide timely follow-up, and ensure cases are closed promptly.

• Log all customer interactions, actions, and outcomes clearly and accurately in the CRM system.

• Demonstrate patience and empathy while managing challenging situations and maintaining a positive customer experience.

• Achieve individual and team service, quality, productivity, and customer satisfaction goals.

Service Improvement, Transformation and Automation

• Identify recurring customer enquiries, operational pain points, and manual activities that may be streamlined or automated.

• Participate in the transformation and automation of work processes and workflows to improve efficiency, accuracy, control, and customer experience.

• Support requirements gathering, process documentation, user acceptance testing, implementation, and post-implementation review for improvement initiatives.

• Provide practical feedback on proposed solutions and help ensure that revised workflows are clear, usable, and aligned with frontline operational needs.

• Adopt approved digital tools and automated workflows and support colleagues during process changes.

Reporting and Insights

• Prepare, generate, and maintain accurate and timely operational, service, and customer enquiry reports.

• Validate report data and highlight material exceptions, recurring issues, customer query trends, and improvement opportunities to the Team Lead or Manager.

• Support the development and enhancement of report templates, dashboards, and automated reporting workflows where applicable.

• Maintain appropriate documentation and data confidentiality when handling operational and customer information.

Team and Operational Support

• Proactively elevate emerging query trends, service risks, system issues, or potential customer-impacting incidents to the Team Lead or Manager.

• Collaborate with team members and internal stakeholders to share knowledge, resolve issues, and improve service delivery.

• Perform other assigned duties and project work as required.

Requirements

• Minimum Diploma with 2 to 3 years of relevant contact centre or customer service experience.

• Excellent verbal and written communication skills; proficiency in local languages or dialects is an advantage.

• Strong problem-solving skills, with the ability to identify root causes and pursue effective solutions.

• Comfortable working with CRM systems, spreadsheets, reporting tools, and digital workflow solutions; experience with process automation tools is an advantage.

• Able to interpret operational data, identify trends, and prepare clear and accurate reports.

• Able to work independently and collaboratively as part of a team.

• Patient, empathetic, adaptable, and able to perform well under pressure.

• Fast learner who can quickly understand an evolving range of products, services, systems, and procedures.

• Able to perform shift work, including weekends, between 9:00 a.m. and 9:00 p.m.