Title:  Senior Customer Service Officer

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Top reasons to work with TDCX

• Attractive remuneration and great perks
• Comprehensive medical, insurance, and social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy-to-access location with direct public transport links
• Flexible working arrangements
• Coaching and mentoring from experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

You’ll help us deliver excellent service to our partner brands by performing these tasks: 

• Manage team members in the day-to-day performance of work, provides leadership and coaching.
• Provide excellent support experience to customers via all relevant communication channels such as phone lines, emails etc.
• Identify customer's needs, researching any existing issue to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified.
• Ensure first contact resolution and effective follow-up with service partners and internal departments to ensure case closure in accordance to our service standards.
• Performs transaction monitoring to ensure client's service quality is consistently achieved in accordance to service level standards set.
• Coordinates and distributes work, monitors workloads and backlogs and makes necessary adjustments.
• Identifies areas of improvement and to be able to introduce new structures and improved processes as required.
• Foster team discipline, communication and morale to strengthen teamwork within the team
• Work with clients and execute service recovery actions resulting from service shortfall
• Constantly update and reinforce the team on existing products, services and operational procedures.
• Ensure that team members are fully briefed on new information within agreed time frame in order to effectively carry out their role
• Collate and report the agreed statistics (in their respective job scope) on a daily, weekly and monthly basis
• Perform other duties and responsibilities that may be assigned to you by the management within your category of employment in the organization and for the effective implementation, maintenance, and continual improvement of the TDCX Quality Management System.

Who are we looking for?

• Minimally O Levels/Higher Nitec with at least 2 years of customer handling experience in a contact centre setting.
• Bilingual in English and Mother Tongue. Must be articulate with a strong command of spoken Mother Tongue and English as the role requires you to serve calls in both languages.
• Proficient in MS Office applications with excellent keyboard skills and ability to work with computers and multiple systems.
• Possess good customer handling skills with a positive mindset.
• Team player who is able to adapt in a fast-paced environment.
• Strong time management skills and motivation to exceed expectations.

About TDCX

Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.

With a focus on helping companies enable the future, TDCX’s smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com.