Customer Service Officer

2 weeks ago

Central Singapore C&W Services Full time $4,000 - $6,000 per year

About the Role

  • Provide Helpdesk service to customers via email and phone calls.

  • Provide practical advice and solutions to customers' concerns and manage their expectations professionally.

  • Obtain feedback from the customers and accurately input the request into the Computerized Maintenance Management System (CMMS).

  • Assign and despatch Service Orders to the duty technicians/cleaners for immediate response and attendance.

  • Resolve any pending disputes or complaints with customers, as well as any ambiguous responsibility issues.

  • Follow the work progress with the FM team and provide periodic updates to customers until the work is completed.

  • Monitor and administer the CMMS to ensure that all Service Orders are completed on time, with proper documentation and justifications.

  • Perform real-time (SMS/WhatsApp) escalation to management for outstanding reactive cases that require immediate attention.

  • Notify the FM team as soon as you notice any system abnormalities or service failures.

  • Report reactive cases to Management daily via Power BI dashboard.

  • Implement contingency plans to prevent Helpdesk service interruptions at all times.

  • Collaborate with HQ Contact Centre agents to provide remote support for Helpdesk services.

  • Submit monthly Helpdesk Management reports to clients within five (5) business days.

  • Manage CMMS user accounts and resolve issues as needed.

About You

  • Minimum GCE N/O/ levels.

  • Proficient in Microsoft Office, including PowerPoint, Excel, Word, and Outlook.

  • Trained in Microsoft Data Visualization Tool - Power BI.

  • Ability to work rotating shifts as needed.

We have a vision of the future, where people simply belong.

That's why we support and celebrate inclusive causes, not just on days of recognition throughout the year, but every day. We embrace diversity across race, colour, religion, gender, national origin, sexual orientation, gender identity or persons with disabilities or protected veteran status.

We ensure DEI is part of our DNA as a global community - it means we go way beyond than just talking about it - we live it. If you want to live it too, join us.

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