Key Accountabilities
- Achievement of a good Balanced Score Card (comprising Unplanned Leave, Punctuality, Productivity, Compliments)
- Achievement and maintenance of customer satisfaction
Job Responsibilities & Duties
- 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
Minimum Qualification:
Diploma in IT or Business or related discipline
Minimum Years/Type of Experience:
- 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.
