Job Scope
- First level helpdesk to respond to calls.
- Provide first call resolution to users who called in the hotline which is public facing, advising on issues.
- Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner.
- Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.
- Primary responsibilities are focused on customer contact.
- Perform outbound calls to users who leave callback.
- Handle emails as assigned by team leader.
- Handle responses via the Chatbot.
Job Qualifications
- Minimum O Level education.
- At least 1 year experience in a call center environment.
- Experience in dealing with Public, Government/IMDA/GovTech contact centre/service desk agents.
- Able to multi-task while assisting customers and toggle between system application screens in a fast-paced environment.
- Maintaining a positive, empathetic, and professional attitude toward customers.
- Excellent verbal and written communication skills.
- 44 hours per week, able to work rotating shift hours including weekends and public holiday.
We respect your privacy and all communication will be treated with confidentiality. If you wish to know more about this position or explore other roles, please prepare your updated profile and get in touch with [email protected] | Personnel Reg No.: R1105160 | EA License: 02C3423
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