Total 724 command center analyst job vacancies in Customer Service category in Singapore

This role is responsible for the execution of marketing initiatives for the Affluent and High-Net-Worth segment. This entails continual optimisation of customer touchpoints, improvement in customer experience and delivery of best in class initiatives under the Affluent and HNW loyalty programme.

Success in this role is centred on strong collaboration with Distribution Channels, Operations, Legal and Compliance and Technology team to offer best in class support for the sales force and data-driven engagement for the customers.

Job Responsibilities:

• To execute initiatives that strengthens the Affluent and HNW Loyalty Programme
• Optimise customer experience across the different touchpoints
• Optimise the effectiveness of communications, both digitally and non-digitally, to drive customer lifetime value by increasing the recency, frequency and value of interactions with customers
• Develop high quality customer communication based on data to develop insights and incremental customer loyalty
• Work with Technology Team to develop best in class capabilities to effectively connect with our customers across all stages in their customer journey via the customer app
• Support the Wealth Centre Manager in day to day operations
• Collaboration with enterprise-wide stakeholders in delivering outcomes to drive the HNW business

Job Requirements:

• Minimum 3 years of consumer or partner marketing experience in financial institution/ insurance industry
• Strong experience in engagement roles, with experience gained in leading financial institution/ insurance industry. Experience in managing High-Net-Worth Segment is an advantage.
• Experience in developing targeted customer communications, including development of creative briefs, conceptualising creative concepts and managing creative agency
• Good foresight in selecting partners to collaborate with to drive optimal outcome
• Self-starter with sense of urgency, ability to work without close supervision and positive attitude
• Strong communication and interpersonal skills to work with people at all levels and influence people from diverse cultural background

Call Center Officer (Shift)

• 12 months notice
• Location: Suntec
• Comfortable with rotational shift and night shift
• 5.5 days work week

The Client

• MNC IT Consulting

The Opportunity

• Handle first level enquires, primarily incoming calls through our hotlines or other channels such as email and webchat
• Understand customers' needs and provide quick, accurate and satisfactory answers to their queries and concerns
• Guide callers in navigating the client website and using the available services
• Gather customer feedback and sentiments and escalate to the relevant parties for further actions
• Ensure proper documentation, notification, escalation, tracking and follow up of all interactions with customers
• Maintains and improves service level quality by adhering to standards and guidelines
• Handle ad hoc duties as required

Your Background

• Minimum 1 years of experience in call center environment
• Comfortable with rotational shift and night shift
• 5.5 days work week
• Able to Multitask – Logging tickets, checking KBs while on the call
• Able to do First call resolution expertise to close the call
• Fast paced environment

Interested parties please click "Apply Now" or contact Chevelle (EA Reg no: R1762272) at [email protected]

Peoplebank Singapore Pte Ltd, EA Licence Number: 08C5248

There is currently an open position for an IT Helpdesk Analyst.

• The purpose is to handle emails, phone calls and provide remote assistance: IT helpdesk first-level support. To provide technical support to Chinese-speaking end-users. Proficiency in Chinese Mandarin is a must.
• Call Center experience is advantageous
• Basic experience with IT troubleshooting
• Problem diagnostics via remote support tool and calls
• Familiar with office productivity tools such as O365
• Familiar with Ticketing System (ServiceNow, Jira)
• Experienced in using Active Directory (Azure, Microsoft)
• Strong communication skills and detailed work
• Proficient Customer Service
• Proficient email and verbal communication
• Qualification: Nitec or equivalent
• Experience: Min 2 years related experience.
• Able to provide technical support to Chinese-speaking end-users. Proficiency in Chinese Mandarin is a must.

There is currently an open position for an IT Helpdesk Analyst.

• The purpose is to handle emails, phone calls and provide remote assistance: IT helpdesk first-level support. To provide technical support to Chinese-speaking end-users. Proficiency in Chinese Mandarin is a must.
• Call Center experience is advantageous
• Basic experience with IT troubleshooting
• Problem diagnostics via remote support tool and calls
• Familiar with office productivity tools such as O365
• Familiar with Ticketing System (ServiceNow, Jira)
• Experienced in using Active Directory (Azure, Microsoft)
• Strong communication skills and detailed work
• Proficient Customer Service
• Proficient email and verbal communication
• Qualification: Nitec or equivalent
• Experience: Min 2 years related experience.
• Able to provide technical support to Chinese-speaking end-users. Proficiency in Chinese Mandarin is a must.

This is a Dealing Desktop support position in the Dealing Support team. The staff will report to the Team lead , he will work closely with all technology teams across the organisation.

Responsibilities

• Contribute to the overall success of the Dealing Room Support, ensuring specific individual goals, plans; initiatives are executed/delivered in support of the team’s business strategies and objectives. Ensure all activities conducted are compliant with governing regulations, internal policies, and procedures
• First and second level technical system support to all production systems being used by the users
• Manage and maintain the currency of all issues in a manner which provides high quality support services to its users
• Manage and provide technical support on any trading and market system including Refinitiv/ Thomson Reuters, Bloomberg, EBS, etc
• Manage and responsible for Refinitiv market data access and Bloomberg SID reporting for users billing, etc
• Manage and responsible for trading phone and voice recording system, etc
• Manage and responsible for System asset ledger related to treasury system and system access
• Liaise with second and third level support when applicable and provide recommendations to management with regards to resolution
• Provide effective day-to-day end user technical support to all the trade floor users on production systems including PCs, printers, application and trading phone systems
• Perform PC refresh, plan and deploy for new hire, installation of equipment, PC moves service request within SLA and ensure assets tracking is updated
• Record and maintain assets inventory system
• Must accurately record, update ticket in ITSM system
• Prepare and update technical documentation
• Determine the best solution based on the issue and details provided by users
• Identify and escalate business and technical challenges
• Communicate with other technical teams, clients and managers in a professional manner as situations arise, and at regular intervals ensuring that all parties involved are kept up to date at all times
• To succeed in this role, the staff needs to have strong end-to-end knowledge of dealing rooms/trade floor support, infrastructure, market data and management

Qualifications

• Degree in Computer Science or a related technical discipline
• Candidate must have 3-5 years of technical work experience
• One to two years of trade floor support experience is preferred

Requirement

• Min 3 years Experienced and skilled working with Wintel desktops/laptop/Thin client/Virtual Desktop/Corporate Mobile phone
• Experience in 1st level support in the end user environment
• Experience in TCP/IP networking knowledge and troubleshooting skills
• Experienced and skilled working with Microsoft Office, M365, Outlook, Teams
• Experienced and skilled working with Trading Phone and recording System
• Experienced in Market data systems: Bloomberg, Thomson Reuters Eikon
• Experienced in Trading systems: Thomson Reuters FX Trading, EBS, etc
• Microsoft Office: Advanced of Word, Excel, Access and PowerPoint
• Good technical working knowledge of Windows Servers and SQL Server
• General understanding of financial markets and products is added advantage
• Experience working within financial services being desirable
• Experience in first and second level of supporting and managing dealing room applications, system and infrastructure
• Experience in Trading Phone systems: IPC Unigy, voice recorders, Turrets, Omni soft Turrets
• Excellent leadership skill
• Experience in leading and managing a team of System Administrators
• Excellent communications skills (written and verbal), and able to manage key stakeholders
• i.e. project team, security, compliance and IT operations and capable of bridging the gap between technology and business functions
• Excellent organization skills and ability to manage multiple complex initiatives
• Ability to prioritize and multi-task in a fast-paced/demanding environment
• Strong analytical and problem-solving
• Strong interpersonal/relationship-building skills and customer service values/practices
• Ability to create technical documentation.
• Willingness to accept additional responsibilities
• Strong customer service and communication skills with a focus on rapport-building

We regret to inform that only shortlisted applicants will be notified.

Job ID: 10064071

Duration: 7 months
830am to 6pm (Monday to Friday)
Salary: Up to $2.5k
Location: Ubi

Responsibilities:
1.Monitor and analyze customer feedback from various channels.
2.Identify patterns, trends, and issues in the feedback data, and provide actionable insights to the development team to enhance the app’s UX
3.Work closely with the development, design, and product teams to prioritize and address customer feedback effectively.
4.Lead the daily “Customer Insight” sessions, proactively raising incident tickets and reporting bugs to the technical team.
5.Develop and maintain comprehensive reports and dashboards to track customer feedback and App improvements.
6.Collaborate with cross-functional teams to ensure a seamless customer experience and efficient resolution of issues.
7.Stay updated with industry trends and best practices to continuously improve customer feedback analysis and reporting processes.

Requirements:
- Min Diploma in relevant field, such as Computer Science, Information Technology, or Business Administration.
- Proficient in data analysis and visualization tools, such as Excel and Adobe Analytic
- Ability to work independently and collaboratively in a fast-paced, dynamic environment

If interested, please email me at [email protected]
➖
Alex Goh Hock Leong
(CEI.No: R1763413 l Recruit Express Pte Ltd (Healthcare & Life Science) | 99C4599)

Salary: up to $2.8k

Job Duration: 1 year

Working Days & Hours: Mon - Fri Office Hours

Location: Tuas (Pick up from JE, CCK, Outram, Woodlands MRT)

Job Description:

• To ensure timely testing of Environmental and Personnel Monitoring, Stability, Utilities, Components, Raw Materials and finished products samples, and timely records review as per GMP requirements
• To assist in investigation on laboratory equipment failure, excursions, Out of Specifications and any other Non-Conformance Investigation
• To perform laboratory data trending and escalate any adverse trends accordingly
• Ensure general laboratory cleanliness and to perform and maintain excellent laboratory housekeeping
• To prepare, support and front internal or external audits in shaping a successful audit outcome
• Ensure no critical observation from HA audit
• Any other duties assigned

Job Requirements: Min Diploma in Microbiology or related fields

Interested candidates, please submit your resume to: [email protected]

Ally Audrey Lok Xin Woon

Recruit Express Pte Ltd (Healthcare & Lifescience)

Company EA Licence number : 99C4599

Personnel EA License: R21102307

[email protected]

Responsibilities:

• Oversee the call center department.
• Handle incoming calls and feedback from emails or texts.
• Communicate with suppliers and customers.
• Coordinate with suppliers and schedule meetings with them to complete orders
• Arrange and oversee communications, reports, or paperwork with clients and suppliers.
• File a report for any booking system errors.
• Additional ad hoc tasks.

Requirements:

• Degree or Diploma in relevant studies
• At least 4-5 years of customer service experience
• Experience in customer service with tech companies is preferred

Interested candidates who wish to apply for the advertised position, please click 'APPLY' to send in your resume.

EA License No: 13C6305

Reg. No.: R1874608

For candidate who applied for the advertised position is deemed to have consented to us that we may collect, use or disclose your personal information for purpose in connection with the services provided by us.

Zenith Infotech (S) Pte Ltd is a Tech Recruitment firm with 27 years in history. We support clients from coproate and government sectors for their Tech Hiring requirements.

Currently we are assisting one of clients to lookout for Contact Center Manager, 1 year contract (renwable).

Job Description:

• Provide leadership and regular coaching to Team Leaders and Agents.
• Responsible for managing the day-to-day running of the contact centre, which includes effective resource planning in ensuring KPIs are consistently achieved
• Work closely with HR to ensure fast, effective, and quality staff recruitment
• Build an engaging and motivated workforce by creating a positive and vibrant environment for staff to thrive. This could be in the form of daily huddle sessions, team building activities and monthly coaching sessions.
• Conduct consistent reviews of staff performance to identify training gaps and needs
• Take ownership and resolve any urgent or critical issues escalated by the Client or team
• Work closely with Client to support investigation and service recovery process
• Location : Suntec
• Working Hours : 5.5 days, 44 hours per week)

Candidate shall possess a recognized Degree with at least 5 years of experience in managerial positions in the contact center industry

The Opportunity

• Adecco is partnering with a Technology Multinational Corporation company to search for a Partner Support Analyst (Gaming)
• Focus: Operational point of contact for Operations Support, Resolving Inquiries and Crisis Management
• Office location: Central (CBD Area)
• Working hours: (Office Hour)
• This role will start off as contract position

The Talent

• Bachelor’s degree preferred
• Min Preferably 3 years’ experience in online operations, consulting, or account, partner, or project management
• Advanced skill in MS Excel and PowerPoint
• Crisis management & Operations Management

The Job

Looking for a Partner Support Analyst (Gaming) who will act as a primary internal operational point of contact to resolve Gaming Partners’ inquiries and support them on an ongoing basis. The Global Partnerships team manages strategic relationships with creators in the Gaming Industry for public content– eg. repair, current repair process, any gaps, ensuring seamless process via vendor

• Work cross-functionally to triage operational issues and help drive solutions for Gaming Partners
• Offer high-touch solutions based on familiarity with product launch status and bugs
• Assist Strategic Partner Manager with high-value partners’ operational needs, such as filing tasks and communicating status internally to partner managers
• Align with product and operations teams to act as an expert on specific products & platform policies
• Proactively identify opportunities to improve partners’ platform experience through the creation of scaled messaging and education materials
• Serve as an internal advocate in connecting teams to product and operational solutions
• Proactively advocate for partners internally and push issues toward resolution
• Help to build gaming community in various countries through community management and efficient communications

Next Step

• We could contact you in the soonest time if you directly send your resume to: [email protected]
• Email Topic: Apply: Partner Support Analyst (Gaming)
• We regret to inform that only shortlisted candidates will be contacted

Ling Kai Hoe

EA Licence Number: 91C2918

Personnel Registration Number: R22106166

The Opportunity

• Adecco is partnering with one of the most well-established and respected financial institution with a strong track record of success.
• They have a culture of innovation and continuous improvement, constantly looking for ways to improve their services and offerings.

Job Responsibilities

Main responsibilities:

- Provide technical and functional Level 1 and Level 2 application support to a portfolio of Corporate IT and Security applications.

- Communication with end-users via phone, chat, email, and/or a support ticketing.

- Analyze and manage incidents/problems/requests coming from users.

- Collaborate with cross-functional teams to troubleshoot and resolve technical issues efficiently.

- Readressing the issue towards L3 application or infrastructure teams.

- Supervise and monitor daily and monthly jobs.

- Handle user request by working closely with project, infrastructure and production teams

- Process and issue daily, weekly and monthly reporting on data and tickets

- Able to work in shifting schedules (ASIA and EMEA)

Job Qualification

Education Bachelor or better – Computer Science or related field, couped with relevant industry certification, will be advange.

This position requires a minimum of 2+ years of experience in supporting or developing application.

Mandatory:

- Possesses strong analytical, logical and problem solving skills

- Technical background (basic/intermediate knowledge of databases, application servers and programming languages)

- Excellent communication skills in English, both written and verbal, with the ability to convey technical concemts to non-technical users.

- Possesses strong written and verbal communication skills in English.

- Strong perseverance, diligence towards attaining goals and effective time management

- Self-motivated, flexible and an excellent team player

- Understanding and respect of cultural diversity

- Ability to multi-task and work independently with minimal supervision

- Understand concepts of IT Production environment and deployment process

Nice to Have

- Experience working in the financial industry or a similarly regulated environment.

- Additional certification in ITIL, sybersecurity

- Programing or scripting slikkls for automation purpose.

Other Professional Skills and Mind-set

- Strong communication (written, and verbal) in English is a must.

- Proactive style of working, organizational skills.

- Strong analytical and problem solving skills.

- Ability to multi-task and work independently with minimal supervision.

- Team player mindset.

- Understanding and respect of cultural diversity.

Next Step

Click “apply” or send resume to: Tamanna Bilandi [email protected]

EA Licence No.91C2918 | Personnel Registration No. R2096241

• Ensures highest standard of service delivery to our customers.
• Monitor and respond to incoming calls/emails/social media platform/written correspondences.
• Performs service recovery.
• Proactively solves problems and provides timely resolution to ensure minimal impact to customer and employee satisfaction.
• Optimize call’s structure operations by analysing data, identifying areas for improvement, and implementing process enhancements.
• Identifies the most appropriate course of action for problem resolution and effectively communicates plans to those impacted.
• Promotes a supportive environment in which employees are encouraged to solve problems and address customer issues.
• Provides management support to CSOs such as through the review and resolution of all transactions that are beyond the jurisdiction of the CSOs.
• Conducts monitoring and coaching sessions.
• Provides on-the-job training and mentoring.
• Conducts coaching and performance appraisal sessions to identify opportunities and recognize positive behaviours.
• Involve in Department projects to ensure success.

Requirements:

• Bachelor’s degree with 5 years of working experience in Contact Centre
• Managerial experience leading a team.
• Great communication skills
• Ability to manage a team and ensure SLA are met.
• Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.

Interested candidates kindly submit your updatedCV in a Word Format to: [email protected]. Only shortlisted candidates will be notify. Thank you.

Interested applicants can send your resume to [email protected] and allow consultants to match you with our clients. No charges will be incurred by candidates for any service rendered.

Roles & Responsibilities:

• Identify app security lapses in a system and mitigation methods.
• Define app security practices for one or multiple systems/applications.
• Analyse scan results and address possible app security loopholes and threats.
• Anticipate and prepare for the next evolution of app security testing trends.
• Develop techniques to ensure development teams find flaws before they are introduced into production.
• Lead software security initiatives, eg bug bounty program.
• Oversee the security posture of web applications.
• Manage, coordinate, and implement software upgrades, security patches, hot fixes on servers.
• Participant and perform assistance in regular compliance and/or audit related activities.
• Perform regular security monitoring to identify any possible intrusions.

Requirements:

• Tertiary education (Degree or Diploma) in relevant field is preferred.
• Minimum 4 years of relevant experience required.
• Possess strong understanding in Application Security.
• Familiar with technologies like SAST, DAST or IAST.
• Familiar with security testing tools like Burp, ZAP, Nessus, Fortify SCA, CheckMarx, etc.

Irene Koo
IT&T Recruiter

BGC Group Pte. Ltd., Singapore
EA License No.: 05C3053

Interested applicants can send your resume to [email protected] and allow consultants to match you with our clients. No charges will be incurred by candidates for any service rendered.

Roles & Responsibilities:

• Be the Subject Matter Expert in managing Red Hat Linux.
• Perform Ad-hoc root cause analysis and problem resolution.
• Research and recommend innovative and automated approaches for System administration tasks.
• Create and modify scripts to automate tasks using Shell programming.
• Actively involved in disaster recovery plan.
• Execute service and change requests from users.
• Manage, coordinate, and implement software upgrades, security patches, hot fixes on servers.
• Participant and perform assistance in regular compliance and/or audit related activities.
• Perform regular security monitoring to identify any possible intrusions.
• Remediate VA scan vulnerabilities, perform security assessments and harden system for continual improvements.
• Interface and collaborate with cross functional teams to facilitate system enhancement.
• Prepare written documentation and operating procedures for system enhancement.
• Maintain best practices in managing systems and services across all environments.

Requirements:

• Tertiary education (Degree or Diploma) in relevant field is preferred.
• Possess strong understanding in Systems Integrations and OS security.
• ITIL V4 Foundation Certified, RHCSA certified or equivalent.
• Hands-on experience in middleware stacks such as JBOSS, JBOSS Web Server, WebSphere App Server, MQ and IBM HTTP Server including build, general administration, troubleshooting (Break/Fix) and performance tuning skills.

Irene Koo
IT&T Recruiter

BGC Group Pte. Ltd., Singapore
EA License No.: 05C3053

Job Responsibilities:

• Ensures highest standard of service delivery to our customers.
• Monitor and respond to incoming calls/emails/social media platform/written correspondences
• Maintains confidentiality of the Bank’s customers and data.
• Identifies and resolves customer issues and enquires received via calls/mail/emails/social media platforms completely, accurately within the committed turnaround time and in accordance with Contact Centre standards to ensure contact handling accuracy and operational effectiveness
• Uses customer service and sales skills to optimize the opportunity of each customer contact.
• Educates the customer about the Bank’s products and services and directs them toward available resources for self-help.
• Resolves customer complaints and problems to the satisfaction of the customer, and completes accurately the necessary documentation of complaints, issues and subsequent solutions.
• Ensure group compliance & control standards are observed and met in the execution of customers’ transaction requests
• Uses technology and system tools as directed and within established guidelines.
• Ensures knowledge is up-to-date by participating in individual and team trainings, meetings and reading the information posted in the Contact Centre’s knowledge management system.
• Keeps abreast with current issues in the banking environment and competitors’ innovations.

Job Requirements:

• Degree/ Diploma in any discipline.
• Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.
• Possess a positive mindset with a “CAN-DO” attitude and passion to deliver quality customer service.
• Possess a pleasant voice, excellent comprehension, communication, interpersonal skills and work etiquette.
• Possess good command of written and spoken English.
• Good analytical skills; passion for working and is good in working with numbers.
• Resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment.
• Passion for working, responsible and with good working attitude.
• Proficient in PC skills including MS Office applications.
• Ability to work on staggered/rotational shifts including weekends and Public Holidays to support 24x7 Contact Centre service operations.

Interested applicants can send your resume to [email protected] and allow consultants to match you with our clients. No charges will be incurred by candidates for any service rendered.

Roles & Responsibilities:

• Be the Subject Matter Expert in managing VMware or Hyper-V.
• Perform Ad-hoc root cause analysis and problem resolution.
• Research and recommend innovative and automated approaches for System administration tasks.
• Create and modify scripts to automate tasks using Shell programming.
• Actively involved in disaster recovery plan.
• Execute service and change requests from users.
• Manage, coordinate, and implement software upgrades, security patches, hot fixes on servers.
• Participant and perform assistance in regular compliance and/or audit related activities.
• Perform regular security monitoring to identify any possible intrusions.
• Remediate VA scan vulnerabilities, perform security assessments and harden system for continual improvements.
• Interface and collaborate with cross functional teams to facilitate system enhancement.
• Prepare written documentation and operating procedures for system enhancement.
• Maintain best practices in managing systems and services across all environments.

Requirements:

• Tertiary education (Degree or Diploma) in relevant field is preferred.
• At least 6 years of working experience in managing or maintaining virtualised environment such as VMware or Hyper-V.
• Possess a strong understanding of security practices in hypervisor, virtualization system and network is important.
• Relevant technical certifications in the administration and troubleshooting of VMware is mandatory.

Irene Koo
IT&T Recruiter

BGC Group Pte. Ltd., Singapore
EA License No.: 05C3053

Interested applicants can send your resume to [email protected] and allow consultants to match you with our clients. No charges will be incurred by candidates for any service rendered.

Roles & Responsibilities:

As a System Operation Support Engineer (Windows & VMware platform), responsible for supporting critical business applications in a fast-pace, agile environment. This role requires candidate to be hands-on in Windows and VMware for planning, designing, implementation, Patch administering using SCCM, scripting, monitoring, and carrying out required changes to complete tasks/projects including to resolve incidents/problems.

• Plan, install, configure, and administer Windows systems in physical and virtual environment.
• Plan, design, implement and administer Active Directory & DNS and related systems, to serve as an escalation point for troubleshooting and issue resolution with regards to multi forest Active Directory systems and other Windows systems.
• PowerShell scripting and automation.
• Monitor critical systems and take corrective actions prior to failure.
• Troubleshoot software or hardware failures to arrive at the root cause.
• Perform regular system patching and upgrades to improve system posture.
• Design solutions to technical problems and implementation of new systems or infrastructure changes.

Requirements:

• Tertiary education (Degree or Diploma) in relevant field is preferred.
• At least 4 years of relevant work experience in System Administration of Windows environment in knowledge of Windows 2012 to 2019 Servers with installation, configurations, OS hardening, SCCM Deployment & Performance tuning.
• Technically competent in one or more of the following platforms, tools and technologies:

1. Hyper-V / VMware - Virtualization management and troubleshooting
2. Compliance, Vulnerability & Patch management
3. End Point security Antivirus & IOC Hash Scan management, preferably Trend Micro

• Certification in Microsoft Certified Solutions Associate (MCSA) or ITIL would be advantageous.
• Ability to work beyond business hours and weekends for work contingencies where necessary.

Irene Koo
IT&T Recruiter

BGC Group Pte. Ltd., Singapore
EA License No.: 05C3053

Interested applicants can send your resume to [email protected] and allow consultants to match you with our clients. No charges will be incurred by candidates for any service rendered.

Roles & Responsibilities:

• Be the Subject Matter Expert in managing Microsoft Windows and Microsoft Windows server.
• Perform Ad-hoc root cause analysis and problem resolution.
• Research and recommend innovative and automated approaches for System administration tasks.
• Create and modify scripts to automate tasks using Shell programming.
• Actively involved in disaster recovery plan.
• Execute service and change requests from users.
• Manage, coordinate, and implement software upgrades, security patches, hot fixes on servers.
• Participant and perform assistance in regular compliance and/or audit related activities.
• Perform regular security monitoring to identify any possible intrusions.
• Remediate VA scan vulnerabilities, perform security assessments and harden system for continual improvements.
• Interface and collaborate with cross functional teams to facilitate system enhancement.
• Prepare written documentation and operating procedures for system enhancement.
• Maintain best practices in managing systems and services across all environments.

Requirements:

• Tertiary education (Degree or Diploma) in relevant field is preferred.
• Mandatory to have Microsoft Windows and Microsoft Windows server experience.
• Possess strong understanding in Systems Integrations and OS security.
• ITIL V4 Foundation Certified, RHCSA certified or equivalent.

Irene Koo
IT&T Recruiter

BGC Group Pte. Ltd., Singapore
EA License No.: 05C3053

Job Responsibilities:

• Ensures highest standard of service delivery to our customers.
• Monitor and respond to incoming calls/emails/social media platform/written correspondences
• Maintains confidentiality of the Bank’s customers and data.
• Identifies and resolves customer issues and enquires received via calls/mail/emails/social media platforms completely, accurately within the committed turnaround time and in accordance with Contact Centre standards to ensure contact handling accuracy and operational effectiveness
• Uses customer service and sales skills to optimize the opportunity of each customer contact.
• Educates the customer about the Bank’s products and services and directs them toward available resources for self-help.
• Resolves customer complaints and problems to the satisfaction of the customer, and completes accurately the necessary documentation of complaints, issues and subsequent solutions.
• Ensure group compliance & control standards are observed and met in the execution of customers’ transaction requests
• Uses technology and system tools as directed and within established guidelines.
• Ensures knowledge is up-to-date by participating in individual and team trainings, meetings and reading the information posted in the Contact Centre’s knowledge management system.
• Keeps abreast with current issues in the banking environment and competitors’ innovations.

Job Requirements:

• Degree/ Diploma in any discipline.
• 7 to 8 years of experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.
• Possess a positive mindset with a “CAN-DO” attitude and passion to deliver quality customer service.
• Possess a pleasant voice, excellent comprehension, communication, interpersonal skills and work etiquette.
• Possess good command of written and spoken English.
• Good analytical skills; passion for working and is good in working with numbers.
• Resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment.
• Passion for working, responsible and with good working attitude.
• Proficient in PC skills including MS Office applications.
• Ability to work on staggered/rotational shifts including weekends and Public Holidays to support 24x7 Contact Centre service operations.

There is currently an open position for an IT Helpdesk Analyst.

• The purpose is to handle emails, phone calls and provide remote assistance: IT helpdesk first-level support. To provide technical support to Chinese-speaking end-users. Proficiency in Chinese Mandarin is a must.
• Call Center experience is advantageous
• Basic experience with IT troubleshooting
• Problem diagnostics via remote support tool and calls
• Familiar with office productivity tools such as O365
• Familiar with Ticketing System (ServiceNow, Jira)
• Experienced in using Active Directory (Azure, Microsoft)
• Strong communication skills and detailed work
• Proficient Customer Service
• Proficient email and verbal communication
• Qualification: Nitec or equivalent
• Experience: Min 2 years related experience.
• Able to provide technical support to Chinese-speaking end-users. Proficiency in Chinese Mandarin is a must.

Job Responsibilities:

• Review and assess scam related cases from Contact Centre to identify, liaise and resolve customer issues completely and promptly.
• Ensure validity of each case escalated prior to escalating out to Fraud Support Team, Business Unit, Servicing Units and ensure quality of servicing is maintained.
• Liaises with other business owners and stakeholders for cknowledgement, follow-up on any actions and feedback requested by customers through Fraud Support Team is carried out efficiently and within timeline
• Observe all follow-up within internal and external parties to resolve requests/feedback promptly within the established service turnaround time.
• Ensures respective business owners acknowledge escalation requests and resolves the customers’ requests promptly within the established service turnaround time.
• Monitor Business Unites and Servicing Units adherence to rules, regulations and procedures and escalate to respective senior management promptly.
• Handle cases end-to-end ensuring all callbacks to address customers’ matter are completed within the timeline promised to or requested by customer.
• Work with Business Unit and Servicing Unit or within Contact Centre to identify, recommend and support the implementation of various initiatives for the improvement of processes and procedure.
• Responsible for tracking and monitoring suspicious account movements and unusual transactions that may be risky to the Bank and customers.
• Preparation of reports on scam cases reported daily, weekly and monthly working very closely with Business Unit and Servicing Unit to attain and meet the Service Level Agreement goal.
• Handle complex cases with care and speed through co ordinating with Business Unit and Servicing Unit.
• Supporting Contact Centre Servicing team through handling Inbound Voice chat.
• Supporting Business Unit and Servicing Unit early detection of scam and fraud initiatives.

Job requirements:

• Degree/ Diploma in any discipline.
• Good written and spoken communication skills in English, with ability to influence and persuade stakeholders.
• Possess excellent telephone, active listening and strong interpersonal skills, resourceful and able to work independently and as a team.
• A strong customer service mindset with good communication and problem-solving skills to represent the Bank to customers.
• Ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations.
• High level of accuracy and attention to detail.
• Personal resilience and ability to perform effectively in a pressurized environment with a positive “can do” attitude and a positive attitude to change.
• Highly motivated self-starter with initiative and showcases strong completer/finisher skills.
• Ability to work on staggered/rotational shifts including weekends and Public Holidays.

Interested applicants can send your resume to [email protected] and allow consultants to match you with our clients. No charges will be incurred by candidates for any service rendered.

Roles & Responsibilities:

• Assist in the control and management of the Operations, Service Levels and Contract Administration of the Servers, Networks, Desktops and Helpdesk Services that is being run by an external Service Provider.
• Work closely with Service Provider to ensure IT Systems Management processes (covering Service Level Management, Incident and Problem Management, Change and Release Management, Configuration Management, Capacity Management, Availability Management, Backup and Recovery Management and Security Management) are put in place to manage CPF Infrastructure Systems and Operations and are properly deployed and executed.
• Provide governance on the service provided by the Service Provider.
• Manage the escalation processes and perform service recovery for incidents that directly impact services or users.
• Conduct internal security reviews and assist in internal and external audits on the Service Providers.
• Support user projects involving infrastructure acquisitions and evaluations.
• Review infrastructure capacity and forecast capacity needs for growth and new projects as well as for obsolescence of old technology. Upgrade the systems in a timely manner to meet such needs.
• Ensure the Infrastructure servers and networks systems are adequately secured; and the necessary security tools and monitoring systems are in place to protect against any unauthorized accesses or attacks.
• Continually exploit technological advancements or new processes to improve on the robustness, performance or resilience of existing operations and services.
• Continually research, innovate and introduce new technologies into the company.
• Develop the Technical Architecture Principles, Standards, Designs, Solutions and Blueprints for the Platform, Network and Distributed Environment Management domains. Work closely with the overall Lead Technical Architect in synergizing the designs and solutions into the overall Technical Architecture for the other domains so as support the overall Enterprise Architecture for the company.
• Assist in the planning, review and testing of the IT Business Continuity Plan.
• Ensures adherence to the company’s internal processes, procedures and policies for ensuring quality output as well as sound security and controls.

Requirements:

• Tertiary education (Degree or Diploma) in relevant field is preferred.
• Minimum 4-6 years of working experience in managing or maintaining a Microsoft Windows or Oracle Solaris Server environment with Internet and Intranet Web.
• Possess strong understanding in server and network security and working experience with server systems and/or network systems.
• Relevant technical certifications will be advantageous: in Microsoft Server Administration and Troubleshooting, Oracle Solaris Server Administration and Troubleshooting, CISCO Network Administration and Troubleshooting, Firewall Administration and Certifications in IT Project Management.
• Past systems administrator experience in one or more of various products: SAP Basis, Configuration Management Systems e.g. Clearcase and Clearquest, Oracle RAC, MS SQL, Oracle Fusion Middleware specifically WebLogic Server, Oracle Solaris, VMWare, SAN Storage, Backup Systems, Control-M, Web and Portal, Firewalls, Load balancers, Networks (e.g. CISCO).

Irene Koo
IT&T Recruiter

BGC Group Pte. Ltd., Singapore
EA License No.: 05C3053

Interested applicants can send your resume to [email protected] and allow consultants to match you with our clients. No charges will be incurred by candidates for any service rendered.

Roles & Responsibilities:

• Support the maintenance of SAP transport management system, Solution Manager, printing subsystems for all environments e.g. DEV, UAT, Prod, DR.
• Conduct pro-active analysis and improvement via EarlyWatch, applying patches and kernel upgrades.
• Perform problem analysis and resolution, SAP database administration, System backup, Failover tests, Security review and remediation.
• Work with various IT teams, business users and vendor to refresh and maintain the SAP HANA system.
• Evaluate, design interfaces with SAP system. Maintain SAP system architecture and technical documentation.

Requirements:

• Tertiary education (Degree or Diploma) in relevant field is preferred.
• At least 3 years of experience in SAP-Basis is preferred.
• Strong working experience in configuration, database changes, monitoring and perform performance tuning and troubleshooting of one or more of the following systems:

1. SAP-Basis: S/4HANA, Enterprise Portal, Web Dispatcher, Fiori, SAP BW, BOBJ, Solution Manager, Quality Center
2. Operating system and database: Red Hat Linux, Windows, HANA database, MS SQL database

• Excellent communication skills and able work well in a team.
• SAP BASIS certification is a plus.

Irene Koo
IT&T Recruiter

BGC Group Pte. Ltd., Singapore
EA License No.: 05C3053

There is currently an open position for an IT Helpdesk Analyst.

• The purpose is to handle emails, phone calls and provide remote assistance: IT helpdesk first-level support. To provide technical support to Chinese-speaking end-users. Proficiency in Chinese Mandarin is a must.
• Call Center experience is advantageous
• Basic experience with IT troubleshooting
• Problem diagnostics via remote support tool and calls
• Familiar with office productivity tools such as O365
• Familiar with Ticketing System (ServiceNow, Jira)
• Experienced in using Active Directory (Azure, Microsoft)
• Strong communication skills and detailed work
• Proficient Customer Service
• Proficient email and verbal communication
• Qualification: Nitec or equivalent
• Experience: Min 2 years related experience.
• Able to provide technical support to Chinese-speaking end-users. Proficiency in Chinese Mandarin is a must.

• Ensures highest standard of service delivery to our customers.
• Monitor and respond to incoming calls/emails/social media platform/written correspondences.
• Resolves CSO and customer issues.
• Proactively solves problems and provides timely resolution to ensure minimal impact to customer and employee satisfaction.
• Identifies the most appropriate course of action for problem resolution and effectively communicates plans to those impacted.
• Promotes a supportive environment in which employees are encouraged to solve problems and address customer issues.
• Provides management support to CSOs such as through the review and resolution of all transactions that are beyond the jurisdiction of the CSOs.
• Conducts monitoring and coaching sessions.
• Provides on-the-job training and mentoring.
• Conducts coaching and performance appraisal sessions to identify opportunities and recognize positive behaviours.
• Involve in Department project.
• Identifying areas for improvement and implementing process enhancements

Requirements:

• Bachelor’s degree with 3 years of working experience in Contact Centre
• Good People Management skills
• Great communication skills
• Adhere to Bank Policy and ensure SLA are met.
• Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.

Interested candidates kindly submit your updated CV in a Word Format to: [email protected]. Only shortlisted candidates will be notify. Thank you.