Company Description Antasis is a leading provider of outsourced customer experience management services in Singapore, committed to delivering outstanding interactions rather than simply resolving issues. The company focuses on helping clients enhance their customer journey through tailored support and high-quality service standards. Antasis builds its services on a growing, flexible, and adaptive workforce that operates within a culture of excellence, consumer focus, and continuous improvement. The organization emphasizes learning and innovation to consistently elevate the customer experience and back-office support it provides.
Role Description The L1 Support Customer Service Officer (Mandarin Speaker) is a full-time, on-site role based in Johor Baharu. This role is responsible for handling incoming customer inquiries via phone, email, and chat in Mandarin and English, providing first-level support and accurate information. Day-to-day tasks include identifying customer needs, resolving basic technical or service-related issues, escalating complex cases to higher support levels, and updating case records in the system. The officer will also follow established procedures, maintain service quality standards, and contribute to customer satisfaction and retention by offering professional, timely assistance. Collaboration with team members and adherence to performance targets and service-level agreements are key aspects of the role.
Qualifications
- Strong Customer Service and Customer Support skills to handle inquiries and provide first-level assistance.
- Demonstrated ability to enhance Customer Experience and support Customer Satisfaction through empathetic, solutions-focused communication.
- Effective Interpersonal Skills for engaging diverse customers and collaborating with internal teams.
- Proficiency in spoken and written Mandarin and English to manage multilingual customer interactions.
- Previous experience in a contact center or customer-facing role is an advantage.
- Ability to work on-site in Johor Baharu on rotating shifts, including weekends and public holidays if required.
- Comfort with using CRM systems, ticketing tools, and basic computer applications.
- Minimum secondary school or diploma qualification; higher education in business, communications, or related fields is beneficial.
