Call Center Executive

7 days ago

East Region, Singapore Private Advertiser Full time $104,000 - $130,878 per year

Call Center Executive

  • 12 months contract
  • Work location: Redhill / Paya Lebar

Responsibilities

We are seeking a highly motivated and customer-oriented Call Center Executive to join our team in Singapore. The incumbent will be responsible for managing inbound and outbound customer interactions through phone and email, ensuring timely case logging within the IT Service Management (ITSM) system, and coordinating service delivery with Field Service Engineers (FSEs). The role also entails report generation, compliance with established service standards, and providing administrative support as required.

  • Handle incoming calls and emails from customers in accordance with established Service Level Agreements (SLAs).
  • Accurately log, track, and update service requests, incidents, and tickets within the ITSM portal.
  • Dispatch and coordinate Field Service Engineers (FSEs), ensuring service orders are assigned promptly and effectively.
  • Register customer interactions in the service management system, following defined call management processes and ensuring adherence to quality standards.
  • Prepare and analyze operational reports using Microsoft Excel, including the use of formulas, VLOOKUP, and Pivot Tables.
  • Monitor open cases to ensure timely escalation, follow-up, and resolution.
  • Deliver professional and clear communication to both customers and internal stakeholders.
  • Support continuous service improvement initiatives and compliance with internal policies and procedures.
  • Perform any ad hoc duties as assigned by the Team Lead or Management.

Requirements

  • Minimum GCE 'N' Level / ITE NITEC qualification or equivalent qualification.
  • 1 year of relevant experience in a call center, helpdesk, or IT service desk environment preferred.
  • Proficient in Microsoft Office Suite, with advanced skills in Excel (VLOOKUP, Pivot Tables, and reporting functions).
  • Familiarity with ITSM platforms (e.g., ServiceNow, Remedy, ManageEngine) will be advantageous.
  • Excellent communication skills
  • Strong customer service orientation with the ability to manage challenging situations professionally.
  • Detail-oriented, well-organized, and able to work independently as well as collaboratively within a team.

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