Customer Service Officer (5 Months Contract)

About the role

The NETS Group, a payments services group, enables digital payments for merchants, consumers and banks across the payments value chain. Its NETS Customer Service Team works from 8.30 am to 5.30 pm, Monday to Friday except public holidays, and is the main point of contact for customers' queries about the company's products and services. This is a 5-month contract position.

Key responsibilities

• Handle and resolve all customer queries received over the counter effectively and promptly
• Follow up closely with internal parties when first-call resolution is not possible, then revert to the customer
• Log all customer queries and follow-up interactions accurately and on time in the CRM
• Achieve individual and team goals
• Proactively escalate query trends or potential issues to the team lead or manager
• Perform other assigned duties and project work

Required profile

• Diploma holder with 2-3 years of relevant contact centre or customer servicing experience
• Proficiency in local languages or dialects is an advantage
• Excellent verbal and written communication skills
• Strong problem-solving skills, able to identify root causes and pursue effective solutions
• Able to work independently and as part of a team
• Patient, empathetic and able to perform well under pressure
• Fast learner who can quickly pick up a constantly evolving range of products and services