Job description
Join RecruitFirst as a Frontline Customer Service Officer on a 12-month contract, delivering exceptional service to customers and representing a leading service provider in Singapore. In this role, you will be the first point of contact for customers across channels; you will listen to needs, provide accurate information, and guide customers through solutions with empathy and professionalism. You will be part of a dynamic team in the North Region, where your contributions directly impact customer satisfaction, loyalty, and the company’s reputation for reliable, friendly support.
As a Frontline Customer Service Officer, you will handle inquiries via phone, email, and chat; verify customer details; resolve issues; process orders; and document interactions in the CRM. You will collaborate with cross-functional teams to resolve complex cases, ensuring timely follow-up and clear communication. The role emphasizes a customer-first mindset, accuracy in data entry, and the ability to multitask in a fast-paced environment. This contract position includes a structured onboarding program, ongoing coaching, and opportunities to grow within the organization.
We are seeking proactive individuals who can stay calm under pressure, think on their feet, and turn challenges into positive service experiences. If you take pride in helping others, enjoy problem-solving, and want to contribute to a positive customer journey, this is a great fit. Apply now to join a supportive team that values initiative, integrity, and professional development.
Responsibility
- Handle inbound and outbound customer inquiries via phone, email, and chat with courtesy and professionalism.
- Resolve product or service issues by clarifying concerns, determining root cause, and providing timely solutions.
- Update customer records accurately in the CRM and document interactions for traceability.
- Process orders, applications, refunds, and exchanges in line with company policy.
- Collaborate with cross-functional teams (sales, operations, tech support) to resolve complex cases.
- Maintain high levels of customer satisfaction by delivering personalized, proactive service.
- Meet or exceed KPIs such as response time, first contact resolution, and customer satisfaction scores.
- Identify opportunities to upsell or promote appropriate services when suitable and permitted.
Qualification
- Minimum diploma or equivalent; 1 year of customer service experience preferred
- Excellent verbal and written English communication; additional languages are a plus
- Proficient in CRM systems and MS Office; accurate data entry skills
- Ability to multi-task and manage high call volumes with composure
- Strong problem-solving, listening, and conflict-resolution abilities
- Team player with a positive, customer-first attitude
- Detail-oriented, organized, and able to follow policies and procedures
- Flexibility to work shifts, including evenings or weekends if required