Customer Service Officer

Responsibilities -

The successful candidate will be responsible for

* 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.

Depending on the candidate’s experience and operational needs, the role may also include:

* Generates management reports.

* Providing assistance and guidance to junior colleagues.

* Perform other duties as assigned

Minimum Qualification

* Diploma in IT or Business or related discipline

Experience required

* Minimum 1 year of Contact Centre/Helpdesk/Service Desk experience

* Customer Service / Soft Skills

* Effective communication skills (spoken and written)

* Ability to multi-task e.g., on the call and keying into the ticketing system at the same time. We operate on a leveraging shared model where CSOs/Agents support more than 1 project.

* Keen to learn and understand policies, procedures, application/eService usage and/or transaction behaviour support in Contact Centre via phone, email, online and digital platform.

* Tech savviness candidates are preferred as we deal with usage guidance and simple troubleshooting.

Working hours

Training period – approximately the first 3 months:

Monday to Friday: 9am to 6pm

Saturday: 9am to 1pm

5.5 working days per week, including alternate Saturdays and the 5th Saturday of the month.

After training – 24/7 rotating shift arrangement

Eight-day cycle comprising

- 2-morning shifts: 7:30 am to 3:30 pm

- 2-afternoon shifts: 3pm to 11pm

- 2-night shifts: 10:45 pm to 7:45 am

- 2 rest days

The arrangement will include shadowing a Senior Agent during the transition period.