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Customer Service Officer - Job Opportunity at TDCX

Singapore, SG
Full-time
Entry-level
Posted: July 7, 2025
Hybrid
SGD 35,000 - 45,000 per year (USD 26,000 - 33,000), competitive for entry-level customer service roles in Singapore's BPO sector, with strong potential for performance-based increases and rapid progression given TDCX's growth trajectory and comprehensive development programs.

Benefits

Comprehensive health insurance coverage providing medical security and peace of mind
Attractive remuneration package with performance-based incentives that reward excellence
World-class workspace environment designed for productivity and employee satisfaction
Engaging recognition programs and activities that foster team building and professional acknowledgment
Strong learning and development plans offering structured career advancement opportunities
Positive organizational culture that promotes personal and professional growth
Strategic location with direct public transport access reducing commute stress and costs
Flexible working arrangements supporting work-life balance and modern workplace expectations
Expert coaching and mentorship programs providing personalized career guidance
Global company exposure with industry-leading practices and award-winning methodologies

Key Responsibilities

Deliver exceptional omnichannel customer support experiences that drive brand loyalty and customer retention across all communication touchpoints
Conduct strategic needs analysis and issue resolution research to provide tailored solutions that address root causes while eliminating customer confusion
Achieve first-contact resolution targets and coordinate cross-functional follow-up initiatives to ensure case closure within established service level agreements
Provide data-driven feedback on operational tools, procedures, and customer journey touchpoints to enhance workflow efficiency and overall customer experience
Execute service delivery excellence protocols that maximize customer satisfaction scores while maintaining adherence to quality standards
Build long-term customer relationships through proactive engagement and value-added service delivery that exceeds expectations
Support continuous improvement initiatives and quality management system implementation to drive operational excellence and regulatory compliance

Requirements

Education

Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree in any field

Experience

Preferably with 2 years of working experience in the related field is required for this position. However, fresh graduates are encouraged to apply

Required Skills

Strong time management skills and is motivated to exceed expectations Ability to multi-task and use information provided by customers to tailor responses and actions to meet specific needs Must be a strong communicator, with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar and articulation) Comfortable working with computers and the ability to work with multiple systems and the ability to learn and adapt to new ones Excellent verbal and written communication skills in English and the language of the supporting market
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Sauge AI Market Intelligence

Industry Trends

The BPO industry is experiencing unprecedented growth driven by digital transformation initiatives across sectors, with companies increasingly outsourcing customer experience functions to specialized providers like TDCX to access advanced technology platforms and skilled talent pools while reducing operational costs. Customer service roles are evolving from reactive support to proactive relationship management, with emphasis on omnichannel experiences and data-driven personalization that requires representatives to become customer success partners rather than traditional problem-solvers. The Asia-Pacific region, particularly Singapore, has emerged as a global BPO hub due to its strategic location, multilingual workforce, and robust digital infrastructure, making it an attractive destination for international companies seeking high-quality customer service operations.

Role Significance

Typically part of a 15-25 member customer service team within a larger operations center, reporting to a Team Lead or Supervisor, with opportunities for peer collaboration and knowledge sharing across multiple client accounts and service lines.
Entry to junior-level position serving as a foundational role within the customer experience organization, with direct impact on customer satisfaction metrics and brand reputation, offering significant visibility to senior management through performance dashboards and quality scorecards.

Key Projects

Implementation of new client onboarding processes and service level agreement optimization Customer journey mapping initiatives and touchpoint enhancement projects Quality assurance program development and customer feedback integration systems Cross-functional process improvement initiatives involving sales, technical support, and account management teams

Success Factors

Developing exceptional emotional intelligence and cultural sensitivity to effectively serve diverse global customer bases while maintaining consistent service quality across different communication channels and cultural contexts. Mastering technology adoption and system integration capabilities to efficiently navigate multiple client platforms while maintaining detailed case documentation and ensuring seamless handoffs between departments. Building strong internal relationships with cross-functional teams including technical support, sales, and account management to facilitate quick issue resolution and enhance overall customer experience delivery. Demonstrating continuous learning agility to adapt to evolving client requirements, new service offerings, and emerging customer service technologies while maintaining high performance standards.

Market Demand

High demand driven by Singapore's position as a regional business hub and the continued expansion of digital services requiring multilingual customer support capabilities, particularly in fintech, e-commerce, and technology sectors.

Important Skills

Critical Skills

Multilingual communication abilities are essential given Singapore's role as a regional hub serving diverse Asian markets, with English proficiency being fundamental while additional languages like Mandarin, Malay, or regional dialects significantly enhancing career prospects and client assignment opportunities. Technology adaptability and system integration skills are crucial as modern customer service roles require proficiency across multiple platforms, CRM systems, and communication tools, with the ability to quickly learn new technologies being essential for career advancement. Emotional intelligence and cultural sensitivity are vital for effectively managing customer interactions across different cultural contexts while maintaining brand consistency and service quality standards that meet global client expectations.

Beneficial Skills

Data analysis and reporting capabilities to interpret customer feedback trends, identify improvement opportunities, and contribute to strategic decision-making processes that enhance overall service delivery effectiveness. Project management skills to lead process improvement initiatives, coordinate cross-functional activities, and manage client-specific requirements while maintaining operational efficiency and quality standards. Industry specialization knowledge in high-growth sectors such as fintech, e-commerce, or healthcare technology to become a subject matter expert and access higher-value client assignments with enhanced compensation opportunities.

Unique Aspects

Exposure to cutting-edge customer experience technologies and methodologies used by world-leading brands, providing invaluable industry insights and technical expertise that enhances professional marketability.
Opportunity to work with diverse global clients across multiple high-growth industries including fintech, gaming, and healthtech, offering broad business exposure and specialized industry knowledge development.
Access to TDCX's proprietary training programs and career development pathways designed to accelerate professional growth within the BPO industry and beyond.
Integration with global operations providing international career mobility and cross-cultural collaboration opportunities across Asia, Europe, and the United States.

Career Growth

18-24 months to senior representative level, 2-3 years to supervisory roles, with accelerated progression possible based on performance excellence and additional skill development in areas such as data analysis, project management, or specialized industry knowledge.

Potential Next Roles

Senior Customer Service Representative with specialized client focus and mentoring responsibilities Team Lead or Supervisor positions overseeing daily operations and performance management Customer Success Manager roles focused on strategic account relationship management Quality Assurance Specialist positions developing service standards and training programs Business Process Analyst roles optimizing operational efficiency and client satisfaction metrics

Company Overview

TDCX

TDCX is a Singapore-based global business process outsourcing leader specializing in advanced customer experience solutions, digital marketing services, and content moderation, serving over 20,000 employees across 39 locations worldwide with a focus on innovation-driven operational excellence.

Recognized industry leader with hundreds of awards and accolades, positioned as a premium BPO provider serving world-renowned brands across digital advertising, social media, e-commerce, fintech, gaming, healthtech, media, technology, and travel sectors.
Singapore headquarters provides strategic access to Asia-Pacific markets with strong government support for BPO operations, multilingual workforce capabilities, and world-class infrastructure supporting 24/7 global service delivery requirements.
Performance-driven environment emphasizing employee development, innovation, and operational excellence, with strong emphasis on diversity, inclusion, and career advancement opportunities within a rapidly growing global organization.
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