Executive, Customer Services Department

NEW GOLDEN SEA SHIPPING PTE. LTD.; Singapore; On-site; SGD 40,000 - 55,000; Full time

Job summary

A leading shipping and logistics company based in Singapore is seeking a Customer Service Officer to manage performance metrics and support branches in implementing service improvements. The ideal candidate should possess a diploma or bachelor's degree in a relevant field, with strong communication skills in English and Chinese. This role demands the ability to handle multiple tasks effectively and enhance customer satisfaction.

Qualifications

• Minimum 1 year of relevant experience.
• Able to communicate and write in English and Chinese.
• Able to work independently.

Responsibilities

• Prepare and submit weekly and monthly KPI reports related to customer service metrics.
• Monitor customer service performance across branches.
• Assist Head Office in implementing new systems or services.

Skills

Analytical skills

Reporting skills

Communication skills

Interpersonal skills

Time management

Problem-solving skills

Education

Diploma or bachelor's degree in Shipping, Logistics, Transportation or related field

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

· Prepare and submit weekly and monthly Key Performance Indicator (KPI) reports related to customer service metrics.

· Handle the Yearly Customer Service Satisfaction Survey.

· Monitor customer service performance across all branches to ensure adherence to company standards.

· Collaborate with branch users to support the implementation of performance improvement initiatives.

· Assist Head Office (HQ) in implementing new systems or services across branches, including communication, training coordination, and feedback collection.

· Respond to ad hoc requests and service requirements from branch offices.

· Assist with website maintenance and promotion, including content updates, news or announcements.

· Support eBL promotion and performance monitoring in collaboration with relevant teams.

· Arrange and manage system access rights for new users, including account creation, permission settings, and coordination with IT or relevant party.

· Handle customer complaints (WeHeardYou) and ensure proper follow-up to resolve issues in a timely and professional manner.

· Diploma or bachelor’s degree in Shipping, Logistics, Transportation, or related field (preferred).

· Minimum 1 year of relevant experience.

· Strong analytical and reporting skills in Microsoft Word, Excel, PowerPoint.

· Excellent communication and interpersonal skills.

· Ability to manage multiple tasks and meet deadlines.

· Able to communicate and write in English and Chinese

· Able to work independently