Customer Support

• Responsible for managing premium, VIP, sensitive, and high-value shipments end-to-end.
• Serve as the key escalation point for complex service recovery situations.
• Provide timely shipment updates, delay notifications, and recovery plans within a 1–2 hour response SLA.
• Lead service recovery activities for vessel delays, cargo rollovers, equipment shortages, and port congestion events.
• Ensure bookings are released correctly and on time, including special bookings requiring prior approval.
• Collaborate with Booking, Sales/KAMs, Cargo Flow, Logistics, Documentation, and Regional Offices to resolve cross-functional issues.

Customer Service Executive – Senior Executive

• Responds and addresses customers` problems in a timely manner utilizing our support system
• Supports customer in a high quality, engaging, and empathetic 1:1 discussion.
• Troubleshoot technical issue if required.
• Utilizes proprietary and external tools and resources to identify and resolve customers` inquiries
• Provides feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience
• Understands the technical back end and operations of our project
• Improves and expands technical knowledge and familiarity with technical issues to better assist customer
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Technical Customer Service Specialist

• Provide excellent support experience to customers via all relevant communication channels.
• Identify customer's needs, researching any existing issue in order 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.
• Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience.
• Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures
• Build sustainable relationships and engage customers by taking the extra mile
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Customer Service Representative

• Responds and addresses customers' problems in a timely manner utilizing our support system
• Supports customer in a high quality, engaging, and empathetic 1:1 discussion
• Troubleshoot technical issues if required
• Utilizes proprietary and external tools and resources to identify and resolve customers' inquiries
• Provides feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience
• Understands the technical back end and operations of our project
• Improves and expands technical knowledge and familiarity with technical issues to better assist customer
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Player Support Specialist

• Perform all channel Monitoring to evaluate employee’s behavior and customer service performance and compliance with the company policies and business laws and regulations
• Provide structured and valuable feedback and recommendations to address skills, knowledge gaps, and behavioral opportunities.
• Prepare and analyze internal and external quality reports for review with Internal Stakeholders and/or clients.
• Collaborate with call quality team members and QA Manager to identify and streamline QA processes and implement process standards that enhance both service delivery and customer experience.
• Develop and enhance evaluation programs that targets the objectives of the account with Operations, Training, and Clients while ensuring that these programs will determine the root source of issues in order to provide strategical and actionable solutions as a means of improving performance.
• Use Call Center Tools and/or Client Systems to gather data and analyze trends or patterns that are affecting quality performance.
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Customer Experience Expert

• Manage end-to-end Order-to-Cash activities to ensure timely order fulfilment for B2B customers.
• Process domestic, export, and consignment orders, including order entry, confirmation, invoicing, and delivery follow-up.
• Coordinate with internal teams to resolve order fulfilment and operational issues.
• Prepare and manage required order and delivery documentation.
• Process credit and debit notes related to orders and customer complaints.
• Handle customer complaints and service cases related to sales orders.
• Respond to customer inquiries accurately and within agreed timelines.
• Maintain strong working relationships with internal and external stakeholders.
• Support internal and external audits when required.

Customer Service Representative, Korean Speaking

• Provision of an excellent support experience to customers via all relevant communication channels
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards
• Provides feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience
• Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures
• Build sustainable relationships and engage customers by taking the extra mile
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Assistant Customer Experience Specialist

• Provide excellent support experience to customers via all relevant communication channels
• Identify customer's needs, researching any existing issue in order 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
• Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience
• Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures
• Build sustainable relationships and engage customers by taking the extra mile
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Temporary Customer Service Officer

• Assist in implementing customer service strategies aligned with business objectives.
• Monitor customer feedback and escalate key issues to senior management.
• Support initiatives to improve end-to-end customer journeys.
• Coordinate customer surveys, NPS tracking, and feedback collection.
• Compile and analyze data to highlight trends and areas for improvement.
• Track KPIs such as CSAT, NPS, and resolution times.
• Prepare regular reports and dashboards for senior management review.
• Support the rollout of global service standards and best practices.
• Assist in process improvement projects to optimize customer touchpoints.
• Work with IT and product teams to adopt digital service tools.
• Promote self-service platforms and automation initiatives.
• Partner with regional customer service teams to ensure adoption of initiatives.
• Act as a change agent at the operational level, encouraging a customer-first mindset.

Assistant Manager, Customer Services Excellence

• Manages the entire end-to-end order management chain such as quotation, order entry, customer enquiries/requests, order fulfilment, product changes or returns, complaints, invoicing, contract administration.
• Focal point for customers and collaborate well with internal stakeholders such as sales, supply chain manufacturing plants, logistics, finance etc to address customer needs and improve service quality.
• Delivering core responsibilities in a professional way and at the same time, adhering to Kennametal’s compliance controls and local business policy standards.
• Manage customer quotes and orders by standard procedures.
• Providing the product availability, lead time, shipping information to external customers in a timely manner.
• Proactive track open orders and keep close contact with plant planners to ensure on time delivery.
• Raise and follow through expedite and escalation requests for customer urgent orders.
• Coordinate with warehouse and logistics staff to arrange on time shipment.
• Ensure Customers are proactively notified of changes in order status.
• Follow-up on outstanding issues, offer feasible solutions and take ownership for customer satisfaction in assigned area.
• Manage Customer Complaints in CRM system, arrange product repair, return/exchange.
• Maintain the customer master data correctly.
• Compile data and prepare reports in standard format.
• Filing of documents as per legal requirements.
• Effective communication in local language and English.
• Support complex project order.
• Contribute to team efforts by achieving individual and team performance goals and operational Key Performance Indicators (KPIs)

Senior Customer Service Representative

• Provide timely, accurate and quality responses to complex cases, complaints and VIP customers via various contact points such as Emails, Live Chats and Phone Line
• As the 2nd level support, review escalated cases and provide advice to frontline agents
• Build sustainable relationships and act as the liaison between customer service department and various BUs such as technical team, operations team, etc.
• Resolve customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution and customer satisfaction
• Identify emerging issue with products and provide insights to Team Leader early through data collection and an 'eye for details'
• Audit works submitted by agents to ensure data integrity and accuracy
• Analyze customer data and feedback to identify trends and opportunities for improvements. Work with Team Leader to design and implement changes
• Any other ad-hoc tasks as assigned by the Company.

Customer Experience Executive

Customer Service Specialist, Japanese Speaker

• Provide excellent support experience to customers via all relevant communication channels.
• Identify customer's needs, researching any existing issue in order 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.
• Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience.
• Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures.
• Build sustainable relationships and engage customers by taking the extra mile.
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Senior Customer Service Specialist – Mandarin Speaker

Customer Service Specialist – Mandarin Speaker

Retail Customer Care Specialist

• Supervise Customer Service Assistants in handling customer orders and requests
• Provide on-the-job training and ensure team competency
• Maintain good rapport with customers and respond to enquiries
• Prepare KPI reports and manage shelf-life of customer products
• Support the Assistant Manager in various logistics operations

Senior Business Support Specialist

• Provide excellent support experience to customers via all relevant communication channels
• Identify customer's needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs
• Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards
• Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience
• Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures
• Build sustainable relationships and engage customers by taking the extra mile
• Any other duties and responsibilities that may be assigned to you by the management from time to time

Customer Support Specialist

• Handle customer and agent inquiries via email and WhatsApp
• Provide shipment status updates (ETD, ETA, cargo status)
• Assist with airfreight bookings and coordination
• Liaise with warehouse, drivers, and operations team
• Prepare and verify shipping documents (MAWB, HAWB, invoices)
• Monitor shipment progress and follow up as needed
• Perform data entry and basic administrative tasks
• Support billing and job costing processes

Customer Service Officer – Co-Loading

• Handle phone call enquiries of current and prospective members in respect to Airline industry programme
• Provide accurate and efficient processing of reservations or support work relating to mileage redemption, issuing of tickets and effecting changes to schedules
• Maintain member accounts whenever there are changes in their profiles
• Advise on latest promotions and mechanics including send programme related collaterals and forms
• Manages feedback/ complaints and liaise with backend support to resolve members’ issues
• Meet daily KPI requirement
• 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 Quality Management System of TDCX

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