Trace Specialist (Customer Service Officer)

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

Key Responsibilities

• Resolve Escalated Issues: Act as the primary point of contact for escalated customer inquiries or complaints, including concerns related to delayed, misplaced, or damaged shipments, and pending documentation. Ensure timely and effective resolution with minimal disruption to clients.

• Cross-Department Collaboration: Work closely with key teams in operations, logistics, and warehousing to identify the root causes of issues and implement corrective actions to prevent recurrence.

• Customer-Focused Solutions: Provide tailored solutions to complex challenges, maintaining a client-first approach and ensuring that customer satisfaction remains a top priority.

• Clear and Compassionate Communication: Deliver consistent, clear, and empathetic communication to clients, providing them with timely updates and ensuring they are kept in the loop throughout the resolution process.

• Process Improvement: Proactively identify recurring issues or patterns and collaborate with relevant teams to suggest and implement process improvements that enhance efficiency and customer experience.

• Detailed Documentation: Maintain precise and organized records of escalated cases, resolutions, and follow-up actions, ensuring all documentation is easily accessible for future reference.

• Team Collaboration: Work seamlessly with other departments to ensure a smooth and consistent service delivery, promoting a cohesive and efficient work environment.

• Continuous Feedback: Regularly provide insights and feedback on customer care processes to help refine and enhance the overall customer experience strategy.

• Additional Responsibilities: Assist with any other duties or projects as assigned by the reporting officer, contributing to the overall success of the customer care team.

Who We're Looking For

A proactive, solution-driven individual with strong communication skills and a passion for customer service. You should be able to work under pressure, handle challenging situations with professionalism and empathy, and have a keen eye for process improvement. If you’re looking for a dynamic role where you can make a real impact, we’d love to hear from you!