Customer Service Officer - Singapore - Singapore Post Ltd

Singapore Post Ltd
Singapore Post Ltd
Verified Company
Singapore

1 week ago

Wei Jie

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Wei Jie

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Description
Job Description

  • Minimum 1 or more years of experience
  • A senior paraprofessional requires broad knowledge of operational procedures and tools obtained through extensive work experience and may require vocational or technical education
  • Work under limited supervision for routine situations
  • Provides assistance and training to lower level employees
  • Check and correct problems that are not immediately evident in existing systems or processes
  • Problems typically are not routine and require analysis to understand
established service standards (KPIs).

Liaise with Business Unit Stakeholders and Overseas Partners to rectify service related issues with effective

solutions to achieve maximum customer satisfaction.

Manage stakeholder's inquiries from end to end. E.g. when a customer enquiries about status of his/ her

shipments to overseas, the consultant will be expected to liaise with overseas partner (OPA) and update

responses in various systems. Other duties involve processing claims, and other paperwork relating to

customers' concerns and/or complaints.

When applicable, use all available transactional and CRM system to understand customers' concerns, analyse

the root cause and resolve by proposing feasible solutions to ensure better customer experience.

Record all relevant information according to standard operating procedures in the designed CRM.

Deliver an excellent level of customer service to ensure that daily and monthly KPIs are met or exceeded, in

order to contribute to department & company's overall KPIs

Maintain high level adherence and compliance towards policies, process and procedures.

Any other duties assigned
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