Job Description

Our Client provides domestic and international postal services. * Working Hours: 8am to 6pm (Mon to Thurs), 8am to 5pm (Friday) * Working location: Paya Lebar MRT Job Scope * Handle custo Our Client provides domestic and international postal services. Working Hours: 8am to 6pm (Mon to Thurs), 8am to 5pm (Friday) Working location: Paya Lebar MRT Job Scope Handle customers' enquiries across all touch-points (email, hotline, internal escalations, etc.) within the 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 Requirements Relevant experience in call center environment and escalation Must be able to speak Mandarin as will be required to deal with Chinese-speaking customers If you are keen to know more about this job, please email Mary at [HIDDEN TEXT].