Senior Customer Service Officer (Government Project)

About the role

TDCX, a Singapore-headquartered global business process outsourcing (BPO) company providing customer experience, sales and digital marketing services, is hiring a Senior Customer Service Officer for a government project. The role centres on delivering excellent support to customers through all relevant communication channels and resolving cases to close them according to service standards.

Key responsibilities

• Provide excellent support to customers via all relevant communication channels.
• Identify customer needs, research existing issues and propose strategic solutions that clarify 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.
• Deliver high-quality service and build sustainable, engaged customer relationships.
• Perform other duties assigned by management, including contributing to the implementation, maintenance and improvement of TDCX's Quality Management System.

Required profile

• 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.
• Strong communicator with effective listening, empathy and good phone etiquette (pace, tone, voice quality, grammar and articulation).
• Excellent verbal and written communication in English and the language of the supporting market.

Required skills

• Comfortable working with computers and multiple systems, and able to learn and adapt to new ones.
• Good phone etiquette and clear spoken and written English.

What we offer

• Attractive remuneration and great perks.
• 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.