Customer Service & Process Improvement Specialist

NETWORK FOR ELECTRONIC TRANSFERS (SINGAPORE) PTE LTD; Singapore; On-site; SGD 33,000 - 47,000; Full time

Job summary

NETWORK FOR ELECTRONIC TRANSFERS (SINGAPORE) PTE LTD is seeking a Customer Service Officer to support customers via phone, chat and email, delivering prompt, accurate, and professional assistance. The role covers escalation where needed and ensures timely follow-up.

You will help identify recurring issues, assist with transformation and automation of workflows, and generate operational reports to enable better decisions and service performance.

Qualifications

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Skills

Verbal and written communication

Problem solving

Data interpretation

Teamwork

Fast learner

Empathy

Education

Diploma

Tools

CRM systems

Spreadsheets

Reporting tools

Digital workflow tools

Process automation tools

Job description

NETWORK FOR ELECTRONIC TRANSFERS (SINGAPORE) PTE LTD is seeking a Customer Service Officer to support customers via phone, chat and email, delivering prompt, accurate, and professional assistance. The role covers escalation where needed and ensures timely follow-up.

You will help identify recurring issues, assist with transformation and automation of workflows, and generate operational reports to enable better decisions and service performance.