Customer Care Specialist (SG market) (Bilingual)

Job Summary:

The Customer Care Specialist (Bilingual) is responsible for handling customer and partner enquiries through multiple communication channels, including voice calls, email, live chat, social media, KYC verification, and case management systems. Reporting to the Customer Service Team Leader (CSTL), the role is responsible for resolving enquiries, managing escalations, maintaining accurate documentation, and delivering service in accordance with established Standard Operating Procedures (SOPs), service level agreements (SLAs), and quality standards. The Customer Care Specialist is expected to achieve operational KPIs while providing a consistent and positive customer experience while supporting customers in both English and Mandarin.

Job Description:

Customer Service Operations

• Provide professional support to customers and business partners through voice, email, live chat, social media, KYC, and case management platforms.
• Handle enquiries relating to bookings, payments, accounts, promotions, application functionality, and other operational matters.
• Communicate effectively with customers in English and Mandarin where required.

Case Management & Resolution

• Resolve customer enquiries in accordance with established SOPs and service standards.
• Strive to achieve First Contact Resolution (FCR) whenever possible.
• Manage escalations, callbacks, service recovery cases, and follow-up activities within established timelines.
• Monitor assigned work queues and ensure timely completion of outstanding cases.

Documentation & System Administration

• Accurately document customer interactions, case updates, and resolutions within CRM and internal systems.
• Maintain complete, accurate, and timely records to support operational reporting, quality monitoring, and audit requirements.
• Escalate issues in accordance with approved escalation procedures.

Performance & Continuous Improvement

• Achieve assigned operational KPIs.
• Participate in coaching, training, calibration, and continuous improvement initiatives.
• Support process improvement opportunities.

Team Collaboration

• Work collaboratively with Team Leaders and cross-functional teams.
• Support operational initiatives and projects assigned by Management.

Perform any other duties reasonably assigned by the Company.

Job Requirement:

Education

. Diploma, Advanced Diploma, Bachelor's Degree, or equivalent qualification in any discipline.

Experience

. Fresh graduates are encouraged to apply.

. Minimum one (1) year of experience in a customer service, contact centre, or related environment is preferred.

. Experience handling voice, email, live chat, social media, or KYC processes is an advantage.

Knowledge & Skills

. Strong customer service orientation with excellent interpersonal skills.

. Excellent verbal and written communication skills.

. Strong business writing and documentation skills.

. Good analytical, logical thinking, and problem-solving abilities.

. High attention to detail and accuracy.

. Good typing speed and computer literacy.

. Ability to multitask and manage competing priorities in a fast-paced environment.

. Able to work independently while contributing effectively within a team.

. Positive attitude, adaptability, and willingness to learn.

Language Requirements

. Proficient in English and Mandarin (spoken and written).

Working Requirements

Willing to work rotating shifts (24/7), five (5) days per week, including weekends and public holidays, based on operational requirements.