Customer Support Officer, Technical Support

7 hours ago

Singapore MyRepublic Broadband Pte Ltd Full time

COMPANY DESCRIPTION
One of the fastest growing telecom operators in the Asia-Pacific, MyRepublic has operations across Singapore, New Zealand, and Australia, and is set to expand further into the region.

Our vision is to be the world’s largest enabler of deep, meaningful and trusted relationships between customers and products through a highly scalable connectivity franchise model.

With our uniquely scalable and centralised framework enabling the seamless delivery of layered services, MyRepublic has become a leader in the digital transformation for the telecom sector, one that is set to play out over the next decade in one of the most exciting regions of the world.

DESIGNATION : Customer Support Officer, Technical Support

RESPONSIBILITIES
- Provide customer service for technical related matters.
- Support all enquiries when customers reach out to Technical hotline as well as clear tickets.
- Achieve Customer Satisfaction (Overall Chat Satisfaction)
- Achieve overall based Agent Proficiency Score (Individual APS)
- Achieve Customer Satisfaction (Individual NPS)
- Survey Transfer Rate
- Operational Efficiency - Average Handling Time (Individual)
- Exhibit punctuality and minimize on unplanned absenteeism (Attendance)
- Achieve break adherence as scheduled
- Achieve Quality Standard Set - Quality Assessment

QUALIFICATIONS
- Diploma / GCE 'O' Levels with relevant working experience
- Tier 1 & Tier 2 Technical Troubleshooting
- Effectively bilingual and articulate with a strong command of spoken and written English and Mandarin to liaise with Mandarin-speaking customers
- Excellent customer handling skills
- Possess strong PC and internet skills
- Able to work shift duties and may be rostered to work weekends and Public Holidays depending on shift schedules
- Independent and Self-Driven with problem solving skills
- Pleasant and cheerful personality
- Ability to build rapport with customers and to understand their needs
- Effective team players who like to work in a fast-paced and dynamic environment

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