Customer Service Officer (On Shift)

Position Summary

The customer service hotline operates daily from 9:00 a.m. to 9:00 p.m. and serves as a key point of contact for customers seeking assistance with the company's products and services. The Customer Service Officer delivers prompt, accurate, and professional support through phone, chat, and email channels.

In addition to handling customer enquiries, the role contributes to service improvement by identifying recurring issues, supporting the transformation and automation of work processes and workflows, and generating operational reports that enable better decisions and service performance.

Key responsibilities

Customer Service and Case Management

• Handle and resolve customer enquiries received through phone, chat, and email in an effective, accurate, and professional manner.

• Where first-contact resolution is not possible, coordinate closely with internal parties, provide timely follow-up, and ensure cases are closed promptly.

• Log all customer interactions, actions, and outcomes clearly and accurately in the CRM system.

• Demonstrate patience and empathy while managing challenging situations and maintaining a positive customer experience.

• Achieve individual and team service, quality, productivity, and customer satisfaction goals.

Service Improvement, Transformation and Automation

• Identify recurring customer enquiries, operational pain points, and manual activities that may be streamlined or automated.

• Participate in the transformation and automation of work processes and workflows to improve efficiency, accuracy, control, and customer experience.

• Support requirements gathering, process documentation, user acceptance testing, implementation, and post-implementation review for improvement initiatives.

• Provide practical feedback on proposed solutions and help ensure that revised workflows are clear, usable, and aligned with frontline operational needs.

• Adopt approved digital tools and automated workflows and support colleagues during process changes.

Reporting and Insights

• Prepare, generate, and maintain accurate and timely operational, service, and customer enquiry reports.

• Validate report data and highlight material exceptions, recurring issues, customer query trends, and improvement opportunities to the Team Lead or Manager.

• Support the development and enhancement of report templates, dashboards, and automated reporting workflows where applicable.

• Maintain appropriate documentation and data confidentiality when handling operational and customer information.

Team and Operational Support

• Proactively escalate emerging query trends, service risks, system issues, or potential customer-impacting incidents to the Team Lead or Manager.

• Collaborate with team members and internal stakeholders to share knowledge, resolve issues, and improve service delivery.

• Perform other assigned duties and project work as required.

Requirements

• Minimum Diploma qualification with 2 to 3 years of relevant contact centre or customer service experience.

• Excellent verbal and written communication skills; proficiency in local languages or dialects is an advantage.

• Strong problem-solving skills, with the ability to identify root causes and pursue effective solutions.

• Comfortable working with CRM systems, spreadsheets, reporting tools, and digital workflow solutions; experience with process automation tools is an advantage.

• Able to interpret operational data, identify trends, and prepare clear and accurate reports.

• Able to work independently and collaboratively as part of a team.

• Patient, empathetic, adaptable, and able to perform well under pressure.

• Fast learner who can quickly understand an evolving range of products, services, systems, and procedures.

• Able to perform shift work, including weekends, between 9:00 a.m. and 9:00 p.m.