Senior Customer Service Officer
CrimsonLogic, part of the PSA Group, is a global technology company that digitalises and simplifies global trade for businesses and governments around the world through intuitive and delightful solutions.
With over 35 years of experience advancing trade facilitation, compliance, port operations, government services and logistics, we push the boundaries of technology with insightful innovation and deep domain expertise of global trade driven by customer-centricity at our core.
Having pioneered the world's first single-window trade facilitation system, we continue to drive the digital transformation of global trade in over 40 countries with sustainable, impactful solutions for a more seamlessly connected world.
DESIGNATION : Senior Customer Service Officer
RESPONSIBILITIES
- Attend and respond to incoming Calls, Emails and Call-Back requests,Live Chats (if applicable to the supported Project),
- within Service Levels and to deliver pleasant Customer Experiences• Logged all calls reported into the case management system
- Follow-up on all outstanding cases till closure
- Maintains and accurately update customer's enquiry, problem andresolution into the case management system
The following would depend on the experience of the candidate and on needbasis:
- Generates management reports
- Provides assistance and guidance to junior colleagues
- Perform other duties as assigned
QUALIFICATIONS
- Minimum 1 year of call centre experienc
- Customer service / Soft skill
- Good communication skills (speaking and writing) ability to multi-task e.g. on the call and keying into the ticketing system at the same time. We operate on a leveraging shared model where CSOs/Agents support more than 1 project.
- Interested with policy and procedures, application/eService usage and/or transaction behaviour support in Contact Centre via phone, email, online and digital platform.
- Tech savviness candidates are preferred as we deal with usage guidance and simple troubleshooting.
OTHER INFORMATION
Must-have skills
- Good Communication
Preferable skills
- Knowledge from Contact Centre Environment