Customer Service Officer / Senior Executive

Aikit Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company in Singapore is seeking a Customer Experience Manager to enhance customer service policies and manage escalated inquiries. The ideal candidate will have a Bachelor's degree and over 5 years of experience in customer service, with strong communication and analytical skills. This role involves collaboration with cross-functional teams to improve customer journeys and requires the ability to thrive in a shift environment.

Qualifications

• 5+ years of customer service experience.
• Able to work in a shift environment.
• Proven ability to manage teams and handle high-pressure situations.

Responsibilities

• Develop and implement customer service policies and procedures.
• Monitor and analyze service metrics and KPIs.
• Generate and present regular reports on customer service performance.

Skills

Interpersonal skills

Communication skills

Analytical mindset

Problem-solving

Education

Bachelor’s degree in Business, Communications, or related field

Tools

Customer service software

CRM platforms

Job description

Key Responsibilities

• Customer Experience Management
  Develop and implement customer service policies and procedures.
  Handle complex or escalated customer inquiries and complaints.
  Ensure timely and professional responses to customer issues across all communication channels.

• Operations & Strategy
  Monitor and analyze service metrics and KPIs to identify areas for improvement.
  Collaborate with cross-functional teams (e.g., Sales, Product, Technical Support) to resolve issues and improve the customer journey.
  Utilize customer feedback to influence product/service improvements.

• Reporting & Documentation
  Generate and present regular reports on customer service performance and trends.
  Maintain documentation of common issues and resolution procedures.

Qualifications

• Bachelor’s degree in Business, Communications, or related field.

• 5+ years of customer service experience

• Able to work in a shift environment

• Strong interpersonal and communication skills.

• Proven ability to manage teams and handle high-pressure situations.

• Experience with customer service software and CRM platforms.

• Analytical and problem-solving mindset.