- Provide quick, responsive, high quality and consistent support and customer service via a 24/7 call centre environment.
- Perform technical assistance over the phone.
- Perform First Call Resolution.
- Respond to queries over multiple channels (e.g phone, whatsapp chats and email).
- Prompt users with relevant questions to determine nature of issue.
- Escalate issue to management, Level 2 Support or 3rd party vendors for assistance when problem is complex and beyond Level 1 support within SLA.
- Manage third party vendors for problem resolutions, ensuring timely closure for reported issues.
- Follow up with users to ensure issue has been resolved.
- Maintain ongoing communication within the team and keep all stakeholders aware of relevant, known issues as well as the steps being taken to resolve them.
- Gather feedback from customers.
- Keep track and document all issues and resolutions accordingly.
- Submit Daily/ Weekly/ Monthly report to customers and/or management team.
- Maintain all operations’ standards in relation to customer service and performance as set by the company.
- Extraction of voice recording.
- Ensure all calls are picked up within 3 rings.
Requirement:
- Must be Singaporean
- No criminal record (subject for security clearance)
- Preferred working experience in Call Centre and Helpdesk environment.
- Experienced with Microsoft Excel, Words and Powerpoint.
- Able to work 12 hours rotating shift and cover OT if necessary.
- Able to multitask between multiple projects.
- Willing to learn, able to work well in a team and be a team player.
Please submit resumes to [email protected] with the following details in MS Word format:
- Position applying for
- Current remuneration
- Expected remuneration
- Notice period
John Goh Meng Chye
EA License No : 06C4642
EA Reg No : R1102621
We regret that only shortlisted candidates will be notified.
