As a Customer Service Officer, you act as the first point of contact for customers to resolve or escalate issues for resolution. You also perform administrative support to ensure smooth delivery of operations.
Roles and Responsibilities
· Attend to customer enquiries, feedback and complaints via phone, email or in-person.
· Check and monitor CCTVs for discrepancies, system issues and incidents.
· Obtain and evaluate all relevant information to escalate car park cases to the Operations or Technical teams.
· Monitor incident queues and work with operational teams to ensure escalated cases are resolved within the required service levels and customer requirements.
· Perform investigations and process refunds for customers.
· Perform administrative tasks related to customers data such as service reports etc.
· Monitor and track manpower deployment for Operations and Technical teams.
Requirements
· At least GCE ‘O’ Levels or equivalent.
· At least 2 years of working experience in the customer service or call centre roles.
· Required to work rotating shifts due to 24/7 operations of control centre.
· Excellent customer service and communication skills.
Proficient in Microsoft Office tools (Excel and Word).
