Customer Service Officer
Salary undisclosed
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Key Accountabilities
Summary of role requirements:
1. Achievement of a good Balanced Score Card (comprising Unplanned Leave, Punctuality, Productivity, Compliments)
2. Achievement and maintenance of customer satisfaction
Job Responsibilities & Duties
1. 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
2. Follow-up on all outstanding incidents/cases
3. Logged all calls reported into the case management system.
4. 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:
1. Generates management reports.
2. Provides assistance and guidance to junior colleagues.
3. Perform other duties as assigned
Minimum Years/Type of Experience:
1. Minimum 1 year of call center experience
2. Having good communication skills (speaking and writing)
3. Ability to multi-task e.g. on the call and keying in to the ticketing system at the same time. We operate on a leveraging shared model where CSOs/Agents support more than 1 project.
4. Interested with policy and procedures, application/eService usage and/or transaction behaviour support in Contact Centre via phone, email, online and digital platform.
5. should have Contact Centre/Service Desk/Helpdesk support experience.
6. Prefer short notice /immediate available
Able to work staggered office hours on rotation and 5.5-day work per week (alternate Saturdays and 5th Saturdays)
A. staggered office hours for Mon to Fri: 8 am – 5 pm, 8.30 am – 5.30 pm, 9 am – 6 pm, or 11 am – 8 pm B. staggered office hours for Saturday : 8 am – 12 pm, 8.30 am – 12.30pm, 9 am – 1 pm or 10 am – 2 pm
Summary of role requirements:
- Looking for candidates available to work:
- Monday: Morning, Afternoon
- Tuesday: Morning, Afternoon
- Wednesday: Morning, Afternoon
- Thursday: Morning, Afternoon
- Friday: Morning, Afternoon
- Saturday: Morning
- 1 year of relevant work experience required for this role
- Working rights required for this role
- Expected start date for role: 15 October 2024
- Expected salary: $2,900 per month
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