Senior Customer Relationship Officer

We are seeking a customer-focused individual to join our customer service centre family.  You'll be our brand's frontline voice and digital ambassador, resolving customer inquiries across multiple digital channels  (chat, email, social media, messaging apps, and phone). You aim to deliver seamless, efficient, and empathetic support to our valued customers.

Your Role

• Handle customer interactions through live chat, email, social media, messaging apps (e.g., WhatsApp), and phone calls.
• Troubleshoot queries related to account management, product and service-related enquiries, and address customer complaints.
• Provide personalised, empathetic, professional support to resolve customer inquiries.
• Meet first-contact resolution (FCR) targets, customer satisfaction (CSAT), and quality assurance.
• Proactively identify customer needs and suggest solutions or upsell/cross-sell where appropriate.
• Share insights with colleagues and supervisors to enhance processes and knowledge.

To Succeed in this Role

• Form 5 or above  
• 1–2 years of experience in customer service, sales, or e-commerce.
• Empathy, patience, and active listening.
• Intense multitasking and time management.
• Strong communication and interpersonal skills.
• Proven ability to upsell and meet sales targets.
• Familiarity with CRM systems, e-commerce platforms, and digital tools.
• Positive attitude and a passion for customer satisfaction.
• Ability to work flexible hours, including weekends and holidays.