Trace Specialist (Customer Service Officer)

S.F. Express (Singapore) Pte Ltd; Singapore; On-site; SGD 36,000 - 60,000; Full time

Job summary

S.F. Express (Singapore) Pte Ltd is seeking a Customer Care Specialist to serve as the primary contact for escalated inquiries, resolving delays, misplacements, or damaged shipments with timely and empathetic communication.

You will collaborate with operations, logistics, and warehousing to identify root causes, document resolutions, and drive process improvements that enhance customer experience and service delivery.

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.

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.