Officer, Customer Service

Full Time
Posted 4 months ago


You will be the face of UrbanFox, liaising and responding to customers’ queries and complaints. You will be working with various communication platform including phone calls and email. Working in a call center environment, you will be joining a closely knitted customer service team who emphasis teamwork above all things. Think you can put a smile on people’s faces? Then you’re the perfect candidate!



  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Keep accurate records and document customer service actions and discussions
  • Maintain an orderly workflow according to priorities
  • Assist in the daily office admin such as documents filing.
  • Handles incoming calls (order, enquiries, complaints) and direct call for problem solving.
  • Ensure that online chat and phone are constantly monitored at all time during office hour.
  • To assist in Operations Team to close the controller report timely if need be (To ensure high customer satisfaction)
  • Ensure that the following Customer Service KPI are achieved :
  1. Assist Operations Team to achieve less than 5% (Failure to Attempt) per day by calling to rescheduling.
  2. Assist Operations Team to achieve at least 95% on time delivery by calling to reschedule or change of delivery timing.
  • Assist Operations Team to have all undelivered parcels either put back to warehouse location or return to sender within 5 working day.



  • Candidate must possess at least a Professional Certificate/NiTEC, Diploma, Advanced/Higher/Graduate Diploma, any field.
  • Comfortable to work 5.5 days work week.
  • Proficiency in MS Office.
  • At least 1 year(s) of working experience in the related field is required for this position.
  • Meticulous with good follow up skills.
  • Strong planning & organization skills.
  • Ability to multi-task
  • Preferably Junior Executives specializing in Customer Service or equivalent.


Job Features

Job CategoryCustomer Service

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