Responsibilities:
- Handle incoming inquiries primarily via hotline calls and other channels such as email.
- Identify and understand customer needs, delivering prompt, accurate, and satisfactory responses.
- Address a variety of calls, including but not limited to:
- Concession-related issues (e.g., lost cards, replacement procedures, extension issues, application problems)
- Assisting customers with claims (e.g., over-deductions, failure to exit, double deductions)
- Providing point-to-point information
- Resolving SimplyGo-related concerns (e.g., minor technical issues, fare mismatch investigations)
- Conducting outbound calls to customers who request callbacks.
- Accurately document all customer interactions in the call center system.
- Achieve or exceed individual and team key performance indicators (KPIs) as set by management.
- Maintain a positive, supportive attitude in all customer interactions.
- Willingness to work on weekends and perform overtime when required.
- Perform additional duties as assigned by Team Leaders or Supervisors.
Requirements:
- Minimum GCE ‘N’ or ‘O’ Level qualification.
- Previous experience in a call center or customer service role is highly preferred.
- Strong team player with excellent interpersonal and communication skills.
- Self-motivated and capable of working independently with minimal supervision.
Interested candidates who wish to apply for the advertised position, please click on the apply button
EA License No: 96C4864
Reg. No.: R2094940
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