Customer Service Officer (1 Year Contract)

Job Description
Manage enquiries within a tight timeline and efficiently follow up on the investigation to minimise outstanding cases.
Proactively communicate and report on anomalies to customers, ensuring transparency and swift resolution.
Coordinate with service providers and international stakeholders to obtain the latest status updates and provide comprehensive feedback or conclusive updates to customers accurately.
Evaluate the feasibility of compensation claims submitted by customer service representatives ensuring adherence to company policies.
Analyze vendor portals and case handling procedures, sharing insights and best practice with the customer service team to ensure overall efficiency.
Ensuring high quality service and customer satisfaction.
Requirement
Minimum 1 year of experience in a customer service role. Previous experience in logistics, e-commerce, or contact center environments is strongly preferred.
Written proficiency in English and Mandarin to handle email inquiries and effectively liaise with Mandarin-speaking customers.
Proficient in Microsoft Office (e.g. Excel) and Google Sheets. Hands-on experience with CRM or case management systems is required.
Strong organizational and multi-tasking skills, with a proven ability to manage multiple cases simultaneously under pressure.
Additional Information
Working hours
Monday to Thursday : 8.30am to 6pm
Friday : 8.30am to 5.30pm
Alternate Saturday : 8.30am to 12.30pm / 1.30pm to 5.30pm