Senior Customer Service Officer

1 week ago

Singapore SJ Group Full time

Join to apply for the
Senior Customer Service Officer / Junior CS Team Lead (Tampines)
role at
SJ Group
The Customer Service (CS) Team Lead manages a small team of CS Officers at Our Tampines Hub (OTH) to provide informative services to the residents that patronize OTH and to work closely with the client for all the related administrative duties and the reporting of all marketing communications activities.
Primary Responsibilities Include
Respond to customer inquiries via phone, email, chat, or in-person in a timely and professional manner.
Provide accurate information about products, services, and company policies.
Assist customers with placing orders, making returns, and processing exchanges.
Address customer complaints, troubleshoot problems, and follow up to ensure issues are resolved satisfactorily.
Escalate complex issues to the appropriate department or supervisor when necessary.
Maintain up-to-date and accurate customer records, including details of inquiries, complaints, and transactions.
Document customer interactions and actions taken in the company’s CRM system.
Work closely with other departments to provide seamless customer service.
Collect and analyze customer feedback to identify areas for improvement in products, services, or customer processes.
Provide suggestions to management on how to improve the overall customer experience.
Adhere to company policies and procedures, as well as industry regulations and best practices.
Ensure all customer service activities comply with legal and ethical standards.
Meet or exceed key performance indicators (KPIs) related to customer service, such as response times, resolution rates, and customer satisfaction scores.
At SJ Group, we put talent, hard work, teamwork and a fun workplace together to approach problems and solve them creatively and collaboratively. Join us in making a positive impact on the world
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Professional Services
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