Customer Care Officer (Full-time/Part-time) (Avail for shift/weekend preferred)
Tele-centre Services Pte Ltd
We're looking for empathetic, resourceful customer care professionals to support our customers across phone, email, WhatsApp, and live chat. You'll be the first point of contact, solving issues quickly and accurately while representing our brand with professionalism.
Key responsibilities
Customer support across channels
Handle inbound and outbound calls, emails, WhatsApp, and live chats with empathy, clarity, and professionalism.
Guide customers with their queries and troubleshoot common issues by providing clear step‑by‑step assistance.
Case handling and escalation
Assess issues, resolve where possible, and escalate according to the defined escalation matrix and SLAs.
Follow up on pending cases to closure and keep customers updated proactively.
Documentation and systems
Record interactions, case notes, and resolutions accurately in the CRM in real time tag reasons and outcomes consistently.
Maintain data privacy and confidentiality in line with company policy and regulations.
Quality and performance
Consistently meet or exceed KPIs (e.g., Average Handling Time, First Contact Resolution, CSAT, adherence) without compromising service quality.
Adhere to schedules, break times, and shift handover practices to ensure coverage.
Collaboration and continuous improvement
Partner with teammates, team leads to resolve issues and improve processes.
Knowledge and compliance
Stay current on product updates, policies, and procedures to provide accurate advice.
Comply with PDPA and other audit requirements.
Requirements
- At least a GCE 'O' Levels with 2 years of call centre experience.
- Fresh graduates are welcome to apply
- Strong verbal and written communication in order to communicate
- Ability to practice active listening to understand the issue at hand
- Customer‑centric mindset with patience, resilience, and problem‑solving skills.
- Basic computer literacy: email, web navigation, CRM/ ticketing systems.
- Team player who thrives in a fast‑paced, target‑driven environment.
- Preferably able to work rotating shifts, weekends, and public holidays as scheduled
- Preferably able to speak mandarin to be able to handle mandarin callers
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