Customer Service Representative

3 weeks ago

Singapur, Singapore Taylor and Francis Full time
Job Description

We are seeking a highly skilled Customer Service Specialist to join our Global Customer Service Department. As a key member of our team, you will be responsible for providing exceptional customer service to our internal and external customers, working closely with the Customer Service Manager to achieve departmental goals.

Key Responsibilities:

  • Respond to customer inquiries via phone, email, live chat, and in-person, resolving issues in a timely and professional manner.
  • Provide support with the monitoring of retention campaign performance, performing data cleansing and reporting regularly.
  • Use SAP/Salesforce to manage and process orders, invoices, quotes, returns, and claims, responding to customer queries and problems.
  • Resolve product or service problems by clarifying customer issues, determining root causes, and selecting the best solutions.
  • Contribute to the development of Standard Operating Procedures (SOPs) and suggest amendments to relevant teams.
  • Work collaboratively with the team to achieve individual, team, and departmental objectives, sharing knowledge and skills as appropriate.

Requirements:

  • Fluent written and spoken English and Japanese language skills (JLPT N1 or equivalent level).
  • Experience with Microsoft Office, including advanced Excel skills.
  • Previous Customer Service experience, preferably with more than one year experience in an office environment.
  • Skills in retention and experience of working with KPIs/SLAs.
  • Understanding of the role of related departments and having a range of contacts outside and within Customer Service.

What We Offer:

  • An excellent work-life balance with a flexible working culture.
  • 20 days annual leave per year, plus an extra day off for your birthday.
  • 4 paid volunteering days each year.
  • Employee assistance programme – offering 24/7 well-being support.
  • Performance bonus.
  • Share Match – plan that matches every company share purchased with two free shares.
  • Annual health screening, optical and dental care.

Location:

  • This role is open to candidates in all locations across Singapore, and you must have the right to work and live in Singapore.
  • This role is based in Singapore, with flexible hybrid working options available.

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