Senior Customer Service Officer / Junior CS Team Lead (Tampines)

Surbana Consultants Pte Ltd – Kingdom of Saudi Arabia (KSA) branch; Singapore; On-site; SGD 45,000 - 55,000; Full time

Job summary

A leading consultancy firm in Singapore is seeking a Senior Customer Service Officer / Junior CS Team Lead to manage customer service teams at Our Tampines Hub. Responsibilities include responding to customer inquiries, issue resolution, and performance monitoring. Ideal candidates will have strong customer service skills and experience with CRM systems. Join us to make a positive impact in the community.

Qualifications

• Experience in managing customer service teams is preferred.
• Ability to handle customer complaints and escalations effectively.
• Good organizational skills for maintaining customer records.

Responsibilities

• Manage a team of customer service officers to provide services.
• Respond to customer inquiries in a professional manner.
• Document all customer interactions in the CRM system.
• Collect and analyze customer feedback for service improvement.

Skills

Customer service skills

Problem-solving

Communication skills

Team collaboration

Tools

CRM systems

Job description

Surbana Jurong takes certain industry-accepted precautions to secure the website or portions thereof. However, the user understands and agrees that such precautions cannot guarantee that use of the website is invulnerable to security breaches, nor does Surbana Jurong make any warranty, guarantee, or representation that use of the website is protected from all viruses, worms, bugs, Trojan horses and other vulnerabilities.

Senior Customer Service Officer / Junior CS Team Lead (Tampines) page is loaded

Senior Customer Service Officer / Junior CS Team Lead (Tampines)

Apply locations Singapore time type Full time posted on Posted 6 Days Ago time left to apply End Date: September 30, 2025 (30+ days left to apply) job requisition id JR111361

The Customer Service (CS) Team Lead manages a small team of CS Officers at Our Tampines Hub (OTH) to provide informative services to the residents that is patronizing OTH and to work closely with the client for all the related administrative duties and the reporting of all marketing communications activities.

Primary responsibilities include:

Customer Interaction

- Respond to customer inquiries via phone, email, chat, or in-person in a timely and professional manner.

- Provide accurate information about products, services, and company policies.

- Assist customers with placing orders, making returns, and processing exchanges.

Issue Resolution

- Address customer complaints, troubleshoot problems, and follow up to ensure issues are resolved satisfactorily.

- Escalate complex issues to the appropriate department or supervisor when necessary.

Record Keeping

- Maintain up-to-date and accurate customer records, including details of inquiries, complaints, and transactions.

- Document customer interactions and actions taken in the company’s CRM system.

Collaboration

- Work closely with other departments to provide seamless customer service.

Customer Feedback

- Collect and analyze customer feedback to identify areas for improvement in products, services, or customer processes.

- Provide suggestions to management on how to improve the overall customer experience.

Compliance

- Adhere to company policies and procedures, as well as industry regulations and best practices.

- Ensure all customer service activities comply with legal and ethical standards.

Performance Monitoring

- Meet or exceed key performance indicators (KPIs) related to customer service, such as response times, resolution rates, and customer satisfaction scores.

At Surbana Jurong, we put talent, hard work, teamwork and a fun workplace together to approach problems and solve them creatively and collaboratively. Join us in making a positive impact on the world!

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