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Customer Service Officer

1 week ago

Singapore Unison Consulting Full time

Get AI-powered advice on this job and more exclusive features.
Responsibilities
Achievement of a good Balanced Score Card (comprising Unplanned Leave, Punctuality, Productivity, Compliments)
Achievement and maintenance of customer satisfaction
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
Requirements
Diploma in IT or Business or related discipline
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
Able to communicate in Mandarin (Contractual obligation)
Able to work staggered office hours on rotation and 5.5-day work per week (alternate Saturdays and 5th Saturdays)
Mixture of foreign and local; should have Contact Centre/Service Desk/Helpdesk support experience
Mandarin speaking abilities is a plus
Prefer short notice/immediate availability
G50 Clearance is required
Seniority level
Associate
Employment type
Contract
Job function
Other
Industries: IT Services and IT Consulting
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