Shift Contact Centre Executive

1 day ago

Singapore PUB, Singapore's National Water Agency Full time

Overview
Join to apply for the
Shift Contact Centre Executive (PUBOne) / Joint Operations Department (9-month)
role at
PUB, Singapore's National Water Agency .
What the role is: As a Contact Centre Executive / Senior Contact Centre Executive on shift at the Joint Operations Centre (JOC), you will be part of the team that manages customer feedback to ensure service excellence. Your main roles and responsibilities will include the following:
Responsibilities
Handle feedback received through public communication channels such as telephone calls, emails, mobile apps, website, and live chats. Work includes case creations and updates, first call resolutions whenever possible and case routing.
Manage drop calls by contacting callers to receive feedback
Prompt escalation of feedback based on pre-defined guidelines
Record and deployment of Interactive Voice Recording (IVR) messages during high call volume especially during major incidents
Ensure that the contact centre service level is met, working together with other colleagues as necessary
What We Are Looking For
Diploma in Business, Communications, Information Management or equivalent, or with experience in a Contact Centre environment
Applicant must be comfortable to work in a Contact Centre environment and able to work shift, including on weekends and public holidays
Able to report back to Contact Centre in a short notice during incidents or crisis
A team player with a positive service mindset and good communication skills
Basic literacy in computer, including Microsoft Office applications and is comfortable to leverage computer tools and platforms to engage customers e.g. live chat
Possess initiative and can work under pressure in a fast-paced environment
Able to work independently and multitask
Details
Office Location: Environment Building
Seniority level: Entry level
Employment type: Contract
Job function: Customer Service
Industries: Utilities
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