Customer Service Officer (contract) - Rapid Progression

We are seeking for a highly motivated individual to join our Customer Service team.

As part of EZ-Link’s Customer Service team, the individual is to manage the needs and demands of our customers’ on their queries on EZ-Link’s products and services with quality customer service and to work closely with internal and external stakeholders to perform customer service duties including:

Scope of Work:

1. Managing customer communications via various customer service channels effectively
2. Providing exemplary customer service experience

Responsibilities:

• To be well versed with EZ-link products and services by having a good understanding of workflows supporting these products.
• To handle daily enquiries timely with accurate and relevant information to the customer within stipulated SLA
• To ensure that feedback are correctly routed to the relevant department for investigation or follow up if necessary
• Able to identify potential escalation cases and provide resolution to customer in a professional manner or escalate to CS Manager for further follow-up
• Maintain accurate records of case details and internal/external communications through appropriate feedback channel and CRM tool
• Keeping records of all conversations in database in a comprehensible way in adherence to PDPA and confidentiality standards
• Able to work effectively with both internal and external stakeholders

Requirements:

• At least 2 years of customer service working experience
• Proficient in written correspondence, Microsoft Office and CRM systems
• Able to multi-task and manage time well
• Meticulous and detail orientated
• A good team player with ability to work well independently
• Positive attitude and willing to take up challenges