Customer Service Officer

Job Description

• Manage enquiries within a tight timeline and efficiently follow up on the investigation to minimise outstanding cases.
• Proactively communicate and report on anomalies to customers, ensuring transparency and swift resolution.
• Coordinate with service providers and international stakeholders to obtain the latest status updates and provide comprehensive feedback or conclusive updates to customers accurately.
• Evaluate the feasibility of compensation claims submitted by customer service representatives ensuring adherence to company policies.
• Analyze vendor portals and case handling procedures, sharing insights and best practice with the customer service team to ensure overall efficiency.
• Ensuring high quality service and customer satisfaction.

Requirement

• Minimum 1 year of experience in a customer service role. Previous experience in logistics, e-commerce, or contact center environments is strongly preferred.
• Written proficiency in English and Mandarin to handle email inquiries and effectively liaise with Mandarin-speaking customers.
• Proficient in Microsoft Office (e.g. Excel) and Google Sheets. Hands-on experience with CRM or case management systems is required.
• Strong organizational and multi-tasking skills, with a proven ability to manage multiple cases simultaneously under pressure.

Additional Information

Working hours

Monday to Thursday : 8.30am to 6pm

Friday : 8.30am to 5.30pm

Alternate Saturday : 8.30am to 12.30pm / 1.30pm to 5.30pm