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Customer Service Associate

3 months ago

Singapore ST ENGINEERING Remote Work Freelance Full time

Position Title: Inbound Customer Service Associate

1 Year Contract

Working Location: Depot Road

Working Hours: Mon-Fri: Shift 1: 8.00am – 5.30pm

                                            Shift 2: 8.30am – 6.00pm

Roles and Responsibilities

  • Receive queries and requests from phone calls and emails
  • Communicate with customers through these channels professionally and within the required service level agreements in a fast-paced environment
  • Provide accurate, personalised and anticipatory service with complete resolution
  • Take necessary action to provide first call resolution within the required response time
  • Ensure customer’s issues are resolved, follow up with customers via call and email where necessary
  • Log all details of engagements with customers, accurately and legibly in the system in a timely manner, and to track these cases till closure
  • Work as a team to ensure that the contact centre service level is met
  • Handle any other administrative functions as assigned by Team Leads / Manager
  • To attend briefings/trainings conducted by Team lead / clients or Managers

Requirements

  • NITEC and above
  • Candidate with prior experience in customer service preferred
  • Singaporean
  • Good command of English (written and spoken)
  • Highly disciplined and meticulous
  • Analytical with good problem-solving skills
  • Organised, Self-motivated, Positive attitude and Result-oriented
  • IT savvy with good working knowledge of Microsoft Office
  • Strong phone and verbal communication skills along with active listening.
  • Empathetic and customer-oriented, with a passion for service excellence
  • Ability to multitask (e.g.: logging cases, checking Knowledge Base to retrieve information while on the call with customer)