Customer Service Officer (On Shift)

Position Summary

The NETS Customer Service Team operates from 9AM to 9PM daily and is the key point of contact for our customers on their queries with regards to the company’s products and services.

As part of this team, he/she will contribute significantly to the overall service experience of our customers by delivering excellent service in a prompt and professional manner via the various communication channels available.

Key Responsibilities

• Handle and resolve all customer queries received via phone or email effectively and promptly


• Where first call resolution is not possible, follow up closely with internal parties for required resolution before reverting to the customer


• Ensure that all customer queries and any follow-up interactions are logged into CRM accurately and timely


• Achieve individual and team goals


• Proactively escalate query trends or potential issues to team lead/manager


• Perform other assigned duties and/or project work


• Assist in mentoring the newer staff into the role progressively


• Assist in process improvements to simply work flows to improve the customer journey


• Assist in complaint management for the investigative footwork

Requirements

• 
  
  Minimum Diploma qualification and/or at least three years of relevant contact centre/customer service experience
  
  


• Proficiency in local languages/dialects will be an advantage


• Strong communication skills


• Passion for problem-solving with the ability to identify root causes and pursue effective solutions


• Able to work independently and as part of a team


• Resourceful and able to perform well under pressure


• Fast learner, able to quickly pick up constantly evolving variety of products and services