Responsibilities :
- 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 and provides assistance and guidance to junior colleagues.
- Perform other duties as assigned
Requirements:
- Diploma in IT or Business or related discipline
- Minimum 1 year in Contact Centre/Service Desk/Helpdesk support 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.
- Interested with policy and procedures, application/eService usage and/or transaction behaviour support in Contact Centre via phone, email, online and digital platform.
- Able to work staggered office hours on rotation and 5.5-day work per week (alternate Saturdays and 5th Saturdays)
