Customer Service Officer

Unison Consulting; Singapore; On-site; USD 30,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Customer Service Representative, where you will play a vital role in enhancing customer satisfaction. This position involves managing customer inquiries through various channels, ensuring timely responses, and maintaining accurate records. The ideal candidate will possess strong communication skills, the ability to multitask, and a keen interest in providing excellent service. With flexible working hours and a supportive team environment, this role offers an exciting opportunity to make a difference in customer experiences. If you are ready for a rewarding challenge, we want to hear from you!

Qualifications

• Minimum 1 year of call center experience.
• Ability to communicate in Mandarin is required.

Responsibilities

• Maintain and improve customer satisfaction levels.
• Log all reported calls into the case management system.
• Generate management reports and assist junior colleagues.

Skills

Good communication skills

Multi-tasking

Customer service experience

Mandarin language skills

Education

Diploma in IT, Business, or related discipline

Job description

Job Responsibilities

1. Achieve a good Balanced Score Card, including metrics such as Unplanned Leave, Punctuality, Productivity, and Customer Compliments.
2. Maintain and improve customer satisfaction levels.
3. Attend to and respond to incoming Calls, Emails, Call-Back requests, and Live Chats (if applicable), within Service Levels to ensure positive Customer Experiences.
4. Follow-up on all outstanding incidents and cases.
5. Log all reported calls into the case management system.
6. Maintain accurate records of customer inquiries, problems, and resolutions in the case management system.
7. Additional responsibilities depending on candidate experience and organizational needs include:

• Generating management reports.
• Providing assistance and guidance to junior colleagues.
• Performing other duties as assigned.

Requirements

• Diploma in IT, Business, or a related discipline.
• Minimum 1 year of call center experience.
• Good communication skills, both spoken and written.
• Ability to multi-task, such as handling calls while entering data into the ticketing system. Support for multiple projects is required.
• Interest in policies, procedures, application/eService usage, and transaction support via phone, email, online, and digital platforms.
• Ability to communicate in Mandarin (contractual obligation).
• Flexibility to work staggered office hours on rotation and a 5.5-day workweek (including alternate Saturdays).
• Staggered working hours for Monday to Friday: 8 am - 5 pm, 8:30 am - 5:30 pm, 9 am - 6 pm, or 11 am - 8 pm.
• Staggered hours for Saturday: 8 am - 12 pm, 8:30 am - 12:30 pm, 9 am - 1 pm, or 10 am - 2 pm.
• Experience in Contact Centre, Service Desk, or Helpdesk support, with a mixture of foreign and local support experience.
• Mandarin speaking abilities are a plus.
• Preferably available at short notice or immediately.
• G50 Clearance is required.