Customer Service Officer

3 days ago

Singapore EZ-LINK PTE LTD Full time

**The Department**

As a Customer Service (CS) Officer, you will work closely with your peers in the CS team and other stakeholders in the company. Reporting to the CS Manager, and working alongside a team of Customer Service representatives, you will manage customer enquiries via various customer service channels that will lead to customer satisfaction, and in doing so, be at the forefront of transformation in EZ-Link.

Handle daily enquiries in a timely manner, maintaining accurate records of case details in the Customer Relationship Management (CRM) tool, and working effectively with both internal and external stakeholders are how we define and measure success in EZ-Link. You will be part of contributing towards achieving results in your day-to-day role.

**Roles & Responsibilities**

As part of EZ-Link’s Customer Service team, you will 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

You will:

- 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
- Diploma or equivalent certifications
- customer service working experience will be preferred
- 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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