Officer/senior Officer

1 day ago

Singapore EZ-LINK PTE LTD Full time

**Officer/Senior Officer - Customer Service**

We are seeking for a highly motivated individual to join our Customer Service team.

As part of EZ-Link’s Customer Service team, the individual is to manage the needs and demands of our customers’ on their queries on EZ-Link’s products and services with quality customer service and to work closely with internal and external stakeholders to perform customer service duties including:

- Managing customer communications via various customer service channels effectively
- Providing exemplary customer service experience

**Key Duties & Responsibilities**:

- Manage customer communications via customer service channels. Create exemplary customer service experience by providing effective service encounters with both internal and external customers
- Maintain discipline case management, monitor and execute timely and appropriate responses and actions
- Investigate and resolve customer issues within stipulated SLA(s) with the required documentation in CRM
- Conduct, monitor and facilitate through investigations to resolution
- Accurately maintain records of all case details and internal/external communications, lapses and disruptions to the ongoing business
- Keep proper records of all conversations in our call centre database in a comprehensible way and in accordance to Personal Data Protection Act (PDPA) and confidentiality standards
- Build sustainable relationships and engage customers

**Minimum qualifications/requirements**:

- Diploma or equivalent certifications
- At least 2 years of customer service working experience
- Proficient in written correspondence, Microsoft Office and CRM systems
- Able to multi-task and manage time well
- Meticulous and detail orientated
- A good team player with ability to work well independently
- Positive attitude and willing to take up challenges

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