Customer Service Executive - (SG-Singapore )

Minimum Education: High School
Job Type: Full Time
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Job Purpose:
To work as an integral part of the Customer Service department by providing outstanding customer service to our internal and external customers.

Key Result Areas

Customer Service






• Maintain Customer focus at all times and respond to customers’ enquiries (e-mails, phone and fax) using the Best Practice guidelines.
• Work within agreed service levels, striving to exceed customer expectations wherever possible.
• Exceed productivity standards; such as overall accuracy; maintaining Service Level of Agreement; backlog management of departmental and individual markets and maintaining daily statistic
• Take ownership of queries and proactively follow through to resolution.
• Ensure all customers’ queries are investigated and resolved, escalating issues if appropriate, to the Team Manager
• Assist Team Manger and management with any special projects assigned and provide backup to team manager when necessary
• Maintain advanced working knowledge of all customer service processes for different market segments & communicate discrepancies/ issues to team manager when necessary
• Mentoring & developing new staff to meet customer service requirements. Demonstrating willingness to assist team with day to day operations
• Maintain professional working relationship with internal & external customers, customer service management and colleagues
• Supports decisions made by Management and conveys positively to team members and other C/S locations.

Order/ Data Entry

• Adhere to agreed standards of quality and quantity and process all orders/ claims/ queries with a minimum 98% accuracy rate.
• Perform quality assurance on work processed.
• Report workload statistics as required.
Team Work

• Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
• Provide flexible support for team members and other teams and foster a positive & a motivating environment
• Demonstrate a positive and flexible approach to changing business priorities.
Process Improvement









• Assist in gathering business requirements and analysis activities to facilitate Continuous Improvement
• Participate in workshops that challenge the standard process within APAC or in the Global Customer Services environment.
• Identify and escalate recurring or consistent problems with systems functionality
• Assist in documenting any requirements information and process maps clearly and to the agreed standards
• Report to local management on progress of selected projects
Key Competencies:
Interpersonal Skills:
• Customer Focused – professional in all customer contacts
• Strong analytical skills and ability for conceptual thinking
• Problem Solving Skills
• Willingness to speak out and challenge processes while at the same time being diplomatic
• Strong communication skills (written, verbal and presentation)
• Demonstrate self-motivation and initiative and accepting responsibility for own actions
• Relationship Building – build an internal network to increase knowledge and provide exceptional service.
• Team player, co-operation and flexibility to ensure all department goals are achieved.
• Decision making and problem solving ability
• Effective time management and ability to prioritize
• An organized, methodical approach with attention to detail
• Deals with others in a straightforward & honest manner, is accountable for actions, maintains confidentiality and able to convey constructive feedback

General Knowledge and Technical Skills:
• At least of 2 years of relevant working experience
• Competence in the use of Windows applications (MS Word, Excel, PowerPoint, Access)
• Strong preference towards Six Sigma experience
• Fluent in English/ Mandarin
Required Education and Experience:
• Diploma Holder/ Degree Holder
• Experience in a large, global organization.