Escalations Specialist: Customer Care & Improvement

S.F. Express (Singapore) Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A logistics and delivery company in Singapore is seeking a proactive individual who excels in communication and customer service. The role involves resolving escalated issues, collaborating across departments, and providing tailored solutions to enhance the customer experience. The ideal candidate thrives under pressure and has a strong focus on process improvement. Join our dynamic team to make a meaningful impact.

Qualifications

• Proactive individual with a passion for customer service.
• Ability to handle challenging situations with professionalism.
• Keen eye for process improvement.

Responsibilities

• Act as the primary point of contact for escalated customer inquiries and complaints.
• Work closely with operations, logistics, and warehousing to identify root causes.
• Provide tailored solutions to complex challenges for customer satisfaction.
• Deliver empathetic communication to clients during the resolution process.
• Proactively suggest and implement process improvements.
• Maintain organized records of escalated cases and resolutions.
• Collaborate with departments to ensure smooth service delivery.
• Provide insights on customer care processes for improvement.

Skills

Strong communication skills

Solution-driven mindset

Ability to work under pressure

Empathy towards customers

Process improvement focus

Job description

A logistics and delivery company in Singapore is seeking a proactive individual who excels in communication and customer service. The role involves resolving escalated issues, collaborating across departments, and providing tailored solutions to enhance the customer experience. The ideal candidate thrives under pressure and has a strong focus on process improvement. Join our dynamic team to make a meaningful impact.