Customer Service Officer (On Shift)

About the role

The NETS Group, a payments services group operating Singapore's national debit scheme, is hiring a Customer Service Officer for its customer service hotline, which runs daily from 9:00 a.m. to 9:00 p.m. The officer provides prompt, accurate and professional support by phone, chat and email, and also helps improve service by spotting recurring issues, supporting process automation 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 achieve service, quality, productivity and customer satisfaction targets.
• Identify recurring enquiries and manual tasks that could be streamlined or automated, and take part in process transformation, documentation, user acceptance testing and implementation.
• Prepare and maintain operational, service and enquiry reports, validate data and flag trends and exceptions to the Team Lead or Manager.
• Escalate query trends, service risks and system issues, and collaborate with colleagues and stakeholders.

Required profile

• Diploma level with 2 to 3 years of contact centre or customer service experience.
• Excellent verbal and written communication; proficiency in local languages or dialects is an advantage.
• Able to work independently and in a team, patient, empathetic and able to handle pressure.
• Able to work shifts, 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; process automation tools are an advantage.
• Ability to interpret operational data, spot trends and write clear reports.