Customer Service Officer - Call Centre

About the Role

We are looking for a customer-focused Customer Service Officer to handle inbound and outbound calls, manage customer enquiries, and support delivery and tracing activities while meeting service performance standards.

Key Responsibilities

• Handle inbound calls from customers and respond to enquiries professionally.
• Provide accurate information on products and services.
• Key in tracing requests into the Customer Service (CS) platform and follow up with relevant units or branches.
• Escalate complex issues to the appropriate department or supervisor when required.
• Arrange pick-up orders and provide CSTC reference numbers to customers.
• Make outbound calls to follow up on customer enquiries or resolve issues.
• Ensure individual and team KPIs are consistently met.
• Participate in training and coaching sessions to enhance performance.
• Achieve personal and team quali...