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Call Centre Customer Service Officer

4 weeks ago

Singapore PAN-ASIA RESOURCES PTE LTD Full time
Roles & Responsibilities

Responsibilities & Duties

  • Attend and respond to incoming Calls, Emails and Call-Back requests, Live Chats (if applicable to the supported Project),

within Service Levels and to deliver pleasant Customer Experiences

  • Follow-up on all outstanding incidents/cases
  • Logged all calls reported into the case management system.
  • Maintains and accurately update customer’s enquiry, problem and resolution into the case management system.

The following would depend on the experience of the candidate and on need basis:

  • Generates management reports.
  • Provides assistance and guidance to junior colleagues.
  • Perform other duties as assigned

Minimum Qualification:

Diploma in IT or Business or related discipline


Minimum Years/Type of Experience:

  • Minimum 1 year of call center experience
  • Having good communication skills (speaking and writing)
  • Ability to multi-task e.g. on the call and keying in to the ticketing system at the same time. We operate on a leveraging shared model where CSOs/Agents support more than 1 project.
  • Interested with policy and procedures, application/eService usage and/or transaction behaviour support in Contact Centre via phone, email, online and digital platform

Key Accountabilities

  • Achievement of a good Balanced Score Card (comprising Unplanned Leave, Punctuality, Productivity, Compliments)
  • Achievement and maintenance of customer satisfaction

Working Hours

· able to work staggered office hours on rotation and 5.5-day work per week (alternate Saturdays and 5th Saturdays)

  • staggered office hours for Mon to Fri: 8 am – 5 pm, 8.30 am – 5.30 pm, 9 am – 6 pm, or 11 am – 8 pm
  • staggered office hours for Saturday : 8 am – 12 pm, 8.30 am – 12.30pm, 9 am – 1 pm or 10 am – 2 pm

Remarks

- should have Contact Centre/Service Desk/Helpdesk support experience.

- Prefer short notice /immediate available

- G50 Clearance is required


Tell employers what skills you have

Ability to Multitask
Listening Skills
Ticketing
Telephone Manner
Target Driven
Customer Service Representatives
Good Communication Skills
Writing
Customer Satisfaction
Customer Service
Case Management
Conflict
Customer Service Experience
Call Center