service excellence officer - 9 months contract

Overview

Who you'll be working for

What requirements you'll need to be eligible

• Previous experience in customer service, complaints handling, or a similar role.
• Excellent written communication skills, with the ability to draft clear and empathetic correspondence.
• Strong attention to detail and organizational skills.
• Ability to work collaboratively across teams and manage multiple priorities.
• Proactive approach to problem-solving and process improvement.
• High level of professionalism and customer focus.
• Singaporeans only.

What you'll be doing on the job

• Draft clear, empathetic, and professional apology letters to customers, ensuring all communications reflect our company’s values and standards.
• Collaborate with various departments to drive customer loyalty and satisfaction; such as Claims, Telemarketers, Customer Service Teams and Operations
• Support the Service Excellence Manager in identifying and implementing process improvements to enhance the customer journey and overall satisfaction.
• Assist in the management and resolution of customer complaints and feedback, ensuring timely and effective responses.
• Collaborate with internal teams to gather information and insights needed for complaint resolution and process enhancements.
• Monitor trends in customer feedback and complaints to identify recurring issues and recommend solutions.
• Contribute to regular reporting on customer service metrics and improvement initiatives.
• Support other service excellence activities and projects as required.

Consultant Contact