As our frontline staff who is one of the first touchpoints with our customers, the customer service officer needs to be someone who is patient, friendly and possess a high level of EQ to attend to our customers in any given situation. He/She needs to be able to handle stress and provide appropriate solutions to our customers. Our customer service officer also needs to be proactive and identify common problems that customers face so that the management is aware and can take steps to prevent the recurrence of an issue. Key Responsibilities: Attend to incoming email, call or message enquiries from customers in a timely manner Understand and assess the nature of the enquiry and direct it to the relevant department Handle customer feedback tactfully and provide appropriate solutions to resolve the issue Report on the frequency of common problems occurring so that the company can take the necessary steps to prevent recurrence of the problem Follow the communication procedures and customer engagement policy Be willing to go the extra mile to provide the best customer service experience Essential Qualities Higher NITEC and above Possess good English speaking and writing skills Possess high EQ and is able to handle difficult situations calmly Friendly and service-oriented Experience in Customer Service-related jobs preferred Able to work on Saturdays (half-day)