Customer Service Officer – Shift Based

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 central to the daily hotline operation (9 am‑9 pm) and contributes to continuous service improvement.

Key responsibilities

• Handle and resolve customer enquiries across phone, chat, and email, ensuring first‑contact resolution whenever possible.
• Coordinate with internal teams for escalated cases, provide timely follow‑up, and close cases efficiently.
• Log all interactions, actions, and outcomes in the CRM system with clear and accurate details.
• Identify recurring issues and manual processes that can be streamlined or automated.
• Support transformation initiatives: gather requirements, document processes, assist with user‑acceptance testing, and review post‑implementation.
• Adopt and promote approved digital tools and automated workflows among colleagues.
• Prepare, validate, and maintain operational and customer‑enquiry reports, highlighting trends and improvement opportunities.
• Escalate emerging query 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.
• 2‑3 years of relevant contact‑centre or customer‑service experience.
• Strong patience and empathy when managing challenging situations.
• Ability to meet individual and team service, quality, productivity, and satisfaction targets.

Required skills

• Proficiency with CRM systems.
• Experience in generating and analysing operational reports.
• Familiarity with digital tools and workflow automation.
• Basic knowledge of user‑acceptance testing and process documentation.