Contract Customer Service Officer (Call Centre)

Contract Customer Service Officer (Call Centre)

Singapore Post Limited

Paya Lebar

Job Description

Summary

This position is responsible for handling customer inquiries including feedback/ complaints relating to SingPost products and services with the objective of resolving any stakeholders (internal and external customer) concerns and/or complaints within the timeline, process and system requirements and KPIs set by Group Customer Service.

Responsibilities:

• 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 enquires 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.

Requirements:

• Good communication and interpersonal skill with an out-going personality
• Good written and verbal communication i
• Excellent listening skills and strong problem solving skills to effectively manage/ resolve complaints/ difficult situations
• Able to contribute to performance improvement (articulate the problem and provide suggestion to improve process, etc.)
• Energetic, customer-centric oriented and positive mindset
• Reasonable 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
• Familiarity with postal/logistics services is an added advantage

Additional Information

Career Level

Entry Level

Qualification

Primary/Secondary School/O Level, Professional Certificate/NiTEC, Diploma, Advanced/Higher/Graduate Diploma

Job Type

Contract

Job Specializations

Services, Customer Service

Company Overview

As Singapore’s designated postal operator, Singapore Post (SingPost) provides mail services to homes and businesses throughout the country, besides pioneering e-commerce and logistics solutions across the Asia Pacific region and beyond. SingPost’s diversified offering includes retail, storage, financial services and integrated business services in addition to its traditional postal activities, and the company now operates in 19 markets with over 7500 employees around the world.

The origins of SingPost can be traced back to 1819, when a single mail office was established to serve the newly-founded British trading post of Singapore. Demand for postal services soon began to grow, and the ‘Post Office’ was officially established as a government department in 1858. To learn more about SingPost’s heritage, please visit Today SingPost is listed on the SGX-ST, with its largest shareholders being Singapore Telecommunications Limited (21.8%) and Alibaba Group Holding Limited (14.5%).

Being Singapore’s designated Public Postal Licensee (PPL), a position that was renewed in 2017, SingPost is responsible for managing the country’s 57 post offices, 743 street posting boxes and 11,050 POPStation lockers across 156 locations, as well as issuing stamps, maintaining the national postal code system, processing and delivering average 3 million mail items daily.

SingPost takes a proactive approach to diversifying its operations, while also ensuring that its various subsidiaries and services are seamlessly integrated. In addition to SingPost’s eCommerce business, an ecommerce enabler that provides brands and retailers with integrated ecommerce solutions, SingPost offerslogistics and fulfilment services to businesses through Quantium Solutions across the Asia Pacific region. Another business, Speedpost provides international shipping to more than 200 destinations across the globe and courier services within Singapore, while CouriersPlease delivers parcels throughout Australia, and Famous Holdings offers international freight consolidation and forwarding. Lock+Store offers self-storage solutions in Singapore, Hong Kong and Malaysia. Together, these end-to-end solutions result in a unified organisation with a firm foothold in a wide range of strategic markets, and a shared vision to become a global leader in both communications and e-commerce logistics.

SingPost has received international recognition for the quality of its operations, including awards for customer care, investor relations, digital innovation and e-commerce. Innovative and forward-thinking, SingPost has successfully developed a globally competitive postal and logistics infrastructure which is perfectly positioned to keep pace with Singapore’s ambitious plans for the future.

Additional Company Information

Registration No.

199201623M

Company Size

2001 - 5000 Employees

Average Processing Time

27 days

Industry

Transportation / Logistics

Benefits & Others

Medical, Regular hours, Mondays - Fridays, Business (e.g. Shirts), Flexible benefits

Specific Location

Paya Lebar