Customer Service Officer ( 12 Months Contract )
This role will provide L1 support and resolution to incoming requests to deliver pleasant Customer experience.
Key Job Responsibilities:
- Attend and respond to incoming Calls, Emails and Call-Back requests, Live Chats (if applicable to the supported Project), within Service Levels.
- 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
- Take on Customer Administration Functions ( Calls and e-Mails )
- Take on additional responsibilities if needed : ( Report Generation / Guidance to Juniors / Other Support tasks )
Ideal Qualifications:
- 3 to 5 years of IT Helpdesk/Service Desk support experience
- Diploma in IT/ Computer Science / Fin-tech/ Engineering
- Knowledge of using Cisco Softphone and "Service Now" Incident Management tool is a plus
- Able to communicate effectively and professionally.
- Able to Multi-Task effectively as you will be handling/supporting multiple projects.
- Experience in Call Centres/Helpdesk functions on Phone, Email, Digital Platforms.
- Able to work staggered shifts.
Working Hours:
On Rotation and 5.5 Day Work/Week ( Alternating Saturdays and 5th Saturdays )
Monday to Friday ( Staggered ) : 8am - 5pm | 9am - 6pm | 10am - 7pm | 11am - 8pm
Saturday ( Staggered ) : 8am - 12pm | 8.30 - 12.30pm | 9am - 1pm | 10am - 2pm
24 by 7 Shift (including Weekends and Public Holidays)
- Shift Allowance would apply for Afternoon and Night Shifts.
- The rostered Shift Pattern would be 2 Mornings, 2 Afternoons, 2 Nights, 2 Offs - this 8 days-cycle will repeat. (Training takes 3 to 6 months before Staff is rostered to mend the Shift independently)
Work Location:
Pasir Panjang
Nearest MRT Station : Kent Ridge (CC24) | Haw Par Villa (CC25)
