Job Description

Responsibilities

Taking ownership and handling customers\xe2\x80\x99 enquiries across all touchpoints (email, chat, hotline, internal escalations, etc.) within the established service standards (KPIs) set for general escalations and Special Projects.

Liaise with Business Unit Stakeholders and Overseas Partners for case handling, to rectify service-related issues with effective solutions to achieve maximum customer satisfaction.

When applicable, manage stakeholder\xe2\x80\x99s inquiries from end to end. E.g., when a customers\' 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\xe2\x80\x99 concerns and/or complaints.

When applicable, use all available transactional and CRM system to understand customers\xe2\x80\x99 concerns, analyse the root cause and resolve by proposing feasible solutions to ensure better customer experience.

Monitor and record all relevant information according to standard operating procedures in the designed CRM and other relevant systems.

Deliver an excellent level of customer service to ensure that daily and monthly KPIs are met or exceeded, to contribute to department & company\xe2\x80\x99s overall KPIs.

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

Assist and support Assistant Manager and Managers in fulfilling operational tasks when required.

Requirements

1 year of similar working experience is desirable.

Good interpersonal skill with an out-going personality

Good written and verbal communication

Excellent listening skills and strong problem-solving skills to effectively manage/ resolve complaints/ difficult situations.

To be able to empathize with customers.

Able to contribute to performance improvement (articulate the problem and provide suggestion to improve process, etc.)

Energetic, customer-centric oriented and positive mindset

Possess Microsoft Office and computer skills, such as excel and basic formulas, basic keyboard shortcuts (switch tabs, cut and paste. etc.)

Ability to adapt changes and perform under pressure in a fast-paced environment.

Ability to multi-task; a self-starter to learn new things/skills.

Singapore Post