Customer Service Officer (Government/Novena)

About the role

TDCX, a Singapore-headquartered global business process outsourcing company providing customer experience, sales and digital marketing services, is hiring a Customer Service Officer. The officer supports customers through all communication channels, researches their issues and ensures cases are closed according to service standards.

Key responsibilities

• Provide excellent customer support experience through all relevant communication channels.
• Identify customer needs, research existing issues and propose strategic solutions while clarifying any confusion.
• Ensure first-contact resolution and effective follow-up with service partners and internal departments so cases close in line with service standards.
• Give constructive feedback on tools, resources, procedures and guidelines to improve workflow and customer experience.
• Build sustainable customer relationships and go the extra mile.
• Perform other duties assigned by management, including contributing to the implementation and improvement of TDCX's Quality Management System.

Required profile

• At least O Level, Diploma, Advanced/Higher/Graduate Diploma, Bachelor's degree, Postgraduate Diploma, Professional Degree or Master's degree in any field.
• Preferably 2 years of experience in a related field; fresh graduates are encouraged to apply.
• Strong time management and motivation to exceed expectations.
• Ability to multi-task and tailor responses to individual customer needs.
• Excellent verbal and written communication in English and the language of the supporting market.

Required skills

• Strong communicator with effective listening, empathy and good phone etiquette (pace, tone, voice quality, grammar and articulation).
• Comfortable working with computers and multiple systems, able to learn and adapt to new ones.

What we offer

• Attractive remuneration and comprehensive medical, insurance and social security coverage.
• World-class workspaces, engaging activities and recognition programs.
• Learning and development plans, coaching and mentoring.
• Flexible working arrangements and easy access by public transport.