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Socc - Critical Ops Consultant
2 weeks ago
Our client is a leading company for on-demand, multi-service tech platform providing access to a wide range of services in the Southeast Asia region.
Their principle of using technology to improve the lives of users, create more value for society, improving efficiency and productivity.
They are expanding in the region and looking to strengthen their position as the leading technology platform in Southeast Asia, by providing solutions for everyday challenges.
You will be the frontline voice to their end users and responsible in managing of their critical cases that arise with the ecosystem.
Would this be the next career for you?
Expected to follow documented SOPs as guidelines.
- Proper usage of internal company tools.
- All cases should be handled within the stipulated SLAs.
- No compliance critical mistakes.
- Cases should be recorded in the internal notes where the tickets are created.
- Investigate, review, and complete all unresolved issues from all regulatory agencies and attorneys coming from all business lines.
Work within your own team under general supervision with considerable attitude for
initiative and independent judgement.**- Work effectively within a highly matrixed environment.
- Monitor and report potential risks such as outages or bugs, noncompliance (internal/external) or alleged violations.
- Strictly follow individual team schedules.
- Going beyond mere problem solving to identify root causes and work with team lead to make continuous improvements.
- Perform any other jobrelated instructions, assigned by Team Lead or Supervisor.
- Overtime will only be approved if this is decided by Team leaders
- Other projects that will help agents to progress in their career.
If you are someone with the following, let's chat**- A minimum 2 years' experience as a Customer Support Specialist or similar CS role
- Able to adapt to a fastchanging environment, and open to shift work
- Good command of English (spoken and written)
- Excellent communication and problemsolving skills
- Background in handling escalated incidents a bonus
- Flexibility to regularly rotate through different technical specialities and skill sets
- Multitasking abilities
- Patience when handling tough cases
- Proficient in Google Suite
Re Source Partners Pte Ltd | E | 20C0279
Dominick Noh Junhao | R1877368
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