Customer Service Officer [ West / Backend ] 7094

THE SUPREME HR ADVISORY PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading HR advisory firm in Singapore is seeking a Customer Service Assistant for a permanent role. You will manage various customer communication channels, ensuring quality responses while adhering to data privacy policies. Responsibilities include handling complaints, training retail agents, and monitoring service performance metrics. The ideal candidate should have relevant experience and a minimum diploma. This role offers a structured workweek from Monday to Friday, 8am to 5.30pm.

Qualifications

• Relevant working experience is required.

Responsibilities

• Manage inbound and outbound communications, ensuring accurate logging in the CRM system.
• Handle customer complaints and escalate when necessary, tracking feedback to enhance service quality.
• Provide coaching to retail agents through training sessions, maintaining SOPs.
• Monitor performance indicators and prepare reports to improve service standards.
• Ensure compliance with data privacy policies and support audit requirements.

Education

Minimum Diploma

Job description

Customer service assistant

• Monday - Friday (8am-5.30pm)
• Jurong East
• Permanent role

Job Responsibilities

• Manage inbound and outbound calls, emails, live chats, and other digital communication channels, ensuring all interactions are accurately logged in the CRM system.
• Handle and resolve customer complaints promptly, escalating issues when necessary and tracking Voice of Customer (VOC) feedback to improve service quality.
• Provide coaching and support to retail agents through regular training sessions, maintaining updated SOPs and onboarding materials.
• Monitor key performance indicators such as Customer Satisfaction Score (CSAT) and average handling time, prepare performance reports, and leverage insights to enhance service standards.
• Ensure strict compliance with PDPA and internal data privacy policies, maintain accurate records, and support audit requirements.

Job Requirements

• With relevant working experience
• Minimum Diploma