Customer Care Officer 5 days week (Full-time office hours)

We’re looking for empathetic, resourceful customer care professionals to support our customers across phone and emails. You’ll be the first point of contact, solving issues quickly and accurately while representing our brand with professionalism.

Key responsibilities

• Customer support across channels

  • Handle inbound and outbound calls and emails with empathy, clarity, and professionalism.

  • Guide customers on where to locate the answers to their queries and providing clear step‑by‑step assistance.

• Case handling and escalation

  • Assess issues, resolve where possible, and escalate according to the defined escalation matrix and SLAs.

  • Follow up on pending cases to closure and keep customers updated proactively.

• Documentation and systems

  • Record interactions, case notes, and resolutions accurately in the CRM in real time; tag reasons and outcomes consistently.

  • Maintain data privacy and confidentiality in line with company policy and regulations.

• Quality and performance

  • Consistently meet or exceed KPIs (e.g., Average Handling Time, First Contact Resolution, CSAT, adherence) without compromising service quality.

  • Adhere to schedules, break times, and shift handover practices to ensure coverage.

• Collaboration and continuous improvement

  • Partner with teammates, team leads to resolve issues and improve processes.

• Knowledge and compliance

  • Stay current on product updates, policies, and procedures to provide accurate advice.

  • Comply with PDPA and other audit requirements.

Requirements

• Must have at least a Diploma with 2 years of call centre experience.

• Must be able to speak mandarin to handle mandarin speaking callers.

• Strong verbal and written communication in order to communicate.

• Ability to practice active listening to understand the issue at hand.

• Customer‑centric mindset with patience, resilience, and problem‑solving skills.

• Basic computer literacy: email, web navigation, CRM/ ticketing systems.

• Team player who thrives in a fast‑paced, target‑driven environment.