Customer Support Officer

Job Description

Job Description & RequirementsAcknowledge all feedback received in-person by the next working day using the most appropriate communication channel.

Classify and manage feedback according to its level of complexity and sensitivity:

Level 1: Routine enquiries or general concerns that can be answered directly using available information.
Level 2: Feedback requiring input or clarification from other departments or stakeholders.
Level 3: Complex or sensitive feedback that may require management attention,investigation,or coordination with senior.
Provide timely and accurate responses to Level 1 feedback.

Route Level 2 feedback to the relevant divisions or stakeholders by the next working day for follow-up.

Escalate Level 3 feedback to management promptly and act according to their instructions.

Ensure all feedback is logged, tracked, and documented properly.

Customer Engagement

Offer guidance on procedures, services, and available support programs.

Maintain a calm, empathetic,and professional demeanour during interactions.

Assist visitors during in-person engagements, addressing any enquiries or concerns raised.

Uphold confidentiality and handle sensitive matters with discretion.

Key Skills:

Strong verbal and written communication

Empathy and interpersonal sensitivity

Time management and attention to detail

Knowledge of data privacy and confidentiality standards

Personal Attributes:

Compassionate and approachable

Work Days & Time

Mon to Fri (8.00 am to 5.00 pm)

Saturday ( 8.30 AM to 12.30 PM)