Terra is a dynamic company with a strong presence across the Asia Pacific region, specialising in innovative communication solutions and services driven by AI technologies. Our comprehensive portfolio includes both hardware and software products, along with tailored services that empower our clients and partners to maintain a competitive edge. At Terra, we are unwavering in our commitment to delivering the highest service levels and exceptional customer experiences.
We are looking for a dedicated and professional Contact Center Officer to join our team! In this role, you will be the first point of contact for customers, managing inbound calls and emails with efficiency and empathy. Your primary responsibilities will include addressing inquiries, resolving issues, and ensuring customer satisfaction through effective communication. Join us to make a difference in each customer interaction and grow your career in a supportive, dynamic environment.
JOB DESCRIPTION – CUSTOMER SERVICE OFFICER (Email and call)
The Customer Service Officer will be working for the Contact Center project. You will be responsible for handling a diverse range of enquiries from members of public via email, call and live chat. You will endeavour to provide a high level of service to MOPs, supported by the Team Leaders and Supervisor, as well as Points of Contact (POCs). A team player and a champion for customer happiness, you will go the extra mile to delight MOPs with insightful and accurate answers.
ROLES AND RESPONSIBILITIES
• Attend to enquiries, feedback & complaints via email, call and live chat.
• Resolve MOP’s queries efficiently and within stipulated datelines
• Liaise with external stakeholders with regards to enquiries and feedback.
• Escalate issues to the relevant internal line units and see to their resolution.
• Practice the no wrong door policy and warm transfer MOPs to the correct government agency.
• Participate in daily systems testing to ensure a high level of systems uptime.
• Any other ad-hoc duties as assigned by your Supervisor and Team leader.
REQUIREMENTS
· At least A Level/ Diploma/Degree holder
· Experience in Customer Service/Call Centre will be an added advantage.
· Excellent verbal and written communication skills and troubleshooting and problem-solving skills to resolve complex issues with little or no supervision.
· Independent, reliable and responsible
· Adaptable and fast learners
· Comfortable with accessing and checking various IT Systems.
*Flexible work schedule: 8.30am-6.00pm / 11.00am-8.30pm /830pm to 8.30am
*4 - 5 days workweek (including one weekend) and work on Public Holiday with scheduled shifts when needed.
*Training will be provided
*Salary range: $2000-$2700
