Senior Customer Service Officer (Junior CS Team Lead) - #1111658

The Senior Customer Service Officer aka Junior CS Team Lead manages a small team of CS Officers at Our Tampines Hub (OTH) to provide informative services to the residents that is patronizing OTH and to work closely with the client for all the related administrative duties and the reporting of all marketing communications activities.

Primary responsibilities include:

Customer Interaction

- Respond to customer inquiries via phone, email, chat, or in-person in a timely and professional manner.

- Provide accurate information about products, services, and company policies.

- Assist customers with placing orders, making returns, and processing exchanges.

Issue Resolution

- Address customer complaints, troubleshoot problems, and follow up to ensure issues are resolved satisfactorily.

- Escalate complex issues to the appropriate department or supervisor when necessary.

Record Keeping

- Maintain up-to-date and accurate customer records, including details of inquiries, complaints, and transactions.

- Document customer interactions and actions taken in the company’s CRM system.

Collaboration

- Work closely with other departments to provide seamless customer service.

Customer Feedback

- Collect and analyze customer feedback to identify areas for improvement in products, services, or customer processes.

- Provide suggestions to management on how to improve the overall customer experience.

Compliance

- Adhere to company policies and procedures, as well as industry regulations and best practices.

- Ensure all customer service activities comply with legal and ethical standards.

Performance Monitoring

- Meet or exceed key performance indicators (KPIs) related to customer service, such as response times, resolution rates, and customer satisfaction scores.