Trace Specialist (Customer Service Officer)

SF International; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A logistics company located in Singapore is seeking a Trace Specialist to act as the primary point of contact for escalated customer inquiries. You will collaborate with various departments to resolve issues and enhance the customer experience. The ideal candidate is proactive, solution-driven, and has strong communication skills. We offer an opportunity to make a real impact in a dynamic role.

Qualifications

• Proactive and solution-driven approach to customer inquiries.
• Ability to work under pressure and handle challenging situations.
• Experience in process improvement initiatives.

Responsibilities

• Act as the primary point of contact for escalated customer inquiries.
• Work closely with operations, logistics, and warehousing teams.
• Provide tailored solutions to complex challenges.

Skills

Strong communication skills

Customer service orientation

Problem-solving skills

Job description

Trace Specialist (Customer Service Officer)

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!