Customer Service Officer

Scope of Responsibilities Handle customer inquiries, requests, and complaints through designated customer service channels. Provide accurate information regarding StraitsX products, services, transactions, accounts, and procedures within the scope of authority. Conduct customer verification in accordance with established SOPs. Handle customer complaints professionally, empathetically, and solution-oriented. Perform initial troubleshooting for customer issues and provide appropriate solutions based on the knowledge base and SOPs. Escalate cases that require further investigation or support from relevant teams. Follow up on outstanding cases until the required resolution or information is provided. Accurately record customer interactions, cases, and resolutions in the designated system. Ensure customer cases are handled within the applicable SLA and service standards. Maintain the confidentiality and security of customer information throughout the service process. Identify recurring issues, customer pain points, and common inquiry patterns and report them to the supervisor. Coordinate with Operations, Compliance, Product, Technology, and other relevant teams to resolve customer issues. Support the maintenance and improvement of FAQs, knowledge bases, and customer service documentation. Perform other customer service and operational duties as assigned. Candidate Profile (Must-have): Minimum Diploma (D3) or Bachelor’s Degree (S1) in any field. Previous experience in Customer Service, Customer Support, Contact Center, Operations, or a related role. Strong verbal and written communication skills. Ability to communicate with customers professionally, clearly, and empathetically. Strong problem-solving and analytical skills. Detail-oriented when handling customer information, data, and cases. Ability to work with targets, SLAs, and deadlines. Able to work independently as well as collaboratively within a team. Willing to work on a shift basis according to operational requirements. Proficient in using computers and customer service/support tools. Good English communication skills, both written and verbal, to support communication in an international work environment.