Senior Customer Service

Duties & Responsibilities/ Job Description

1. Provide professional, prompt, and courteous customer service through phone, email, and online channels.

2. Handle, follow up, and resolve customer issues effectively while coordinating with relevant departments.

3. Act as a mentor and advisor to junior Customer Service staff and support the onboarding of new team members.

4. Analyze recurring customer complaints and propose improvements to service processes.

5. Monitor customer satisfaction and contribute to continuous service quality enhancement.

6. Prepare service performance reports and provide insights and recommendations to management.

Qualification

1. Bachelor’s degree in any field (Business Administration, Service Management, or related fields are preferred).

2. At least 3 years of experience in customer service, with a minimum of 1 year in a senior or supervisory role.

3. Excellent communication skills, both verbal and written.

4. Service-minded, patient under pressure, and able to solve problems on the spot.

5. Proficient in computer usage and basic programs such as Microsoft Office.

6. Experience with CRM systems or Ticketing Systems is a plus.