Customer Service Officer (On Shift)

About the role

The customer service hotline operates daily from 9:00 a.m. to 9:00 p.m. and is a key contact point for customers seeking help with the company's products and services. The Customer Service Officer provides prompt, accurate and professional support by phone, chat and email, and also helps improve service by spotting recurring issues, supporting the automation of work processes and producing operational reports.

Key responsibilities

• Handle and resolve customer enquiries by phone, chat and email, following up and closing cases promptly when first contact does not resolve them.
• Log all interactions, actions and outcomes in the CRM system, and meet service, quality, productivity and customer satisfaction targets.
• Identify recurring enquiries and manual tasks, and take part in transforming and automating workflows, including requirements gathering, documentation, user acceptance testing and post-implementation review.
• Prepare and maintain operational, service and enquiry reports, validate data, flag exceptions and trends, and help build report templates and dashboards.
• Escalate query trends, service risks and system issues to the Team Lead or Manager, and share knowledge with colleagues.

Required profile

• Minimum diploma qualification with 2 to 3 years of contact centre or customer service experience.
• Excellent verbal and written communication; local language or dialect proficiency is an advantage.
• Able to work independently and in a team, patient, empathetic and adaptable under pressure.
• Shift work, including weekends, between 9:00 a.m. and 9:00 p.m.

Required skills

• Comfortable with CRM systems, spreadsheets, reporting tools and digital workflow solutions.
• Experience with process automation tools is an advantage.
• Ability to interpret operational data, spot trends and write clear reports.