Customer Service Officer (1 Year Contract)

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