Customer Service Officer – On Shift

About the role

The Customer Service Officer works on a shift schedule to provide prompt, accurate, and professional assistance to customers via phone, chat, and email. The role is a key point of contact for product and service inquiries and contributes to continuous service improvement.

Key responsibilities

• Handle and resolve customer enquiries across phone, chat, and email, ensuring first‑contact resolution when possible.
• Coordinate with internal teams for cases that require escalation, providing timely follow‑up and closing cases promptly.
• Log all interactions, actions, and outcomes accurately in the CRM system.
• Identify recurring issues and manual processes, supporting transformation and automation initiatives.
• Participate in requirements gathering, process documentation, user acceptance testing, and post‑implementation review.
• Prepare and maintain operational, service, and enquiry reports, highlighting trends and improvement opportunities.
• Escalate emerging trends, service risks, or system issues to the Team Lead or Manager.
• Collaborate with team members and stakeholders to share knowledge and improve service delivery.

Required profile

• Minimum diploma qualification.
• 2 to 3 years of relevant contact‑centre or customer‑service experience.
• Strong patience and empathy when handling challenging situations.
• Ability to meet individual and team service, quality, productivity, and satisfaction targets.

Required skills

• Proficiency with CRM systems for case management and documentation.