Customer Service Officer (Contact center)
- 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
.Experience required:
- Experience in Contact Centre/Helpdesk/Service Desk
- Customer Service / Soft Skills
- Ability to multi-task e.g., on the call and keying into the ticketing system at the same time.
- Keen to learn and understand policies, procedures, application/eService usage and/or transaction behaviour support in Contact Centre via phone, email, online and digital platform.
Working Hours
Training period – approximately the first 3 months:
Monday to Friday: 9am to 6pm
Saturday: 9am to 1pm
5.5 working days per week, including alternate Saturdays
After training – 24/7 rotating shift arrangement:
Eight-day cycle comprising:
- 2-morning shifts: 7:30 am to 3:30 pm
- 2-afternoon shifts: 3pm to11pm
- 2-night shifts: 10:45 pm to 7:45 am
- 2 rest days
- the off days will be assigned according to the shiftroster and may fall on any day of the week, including weekdays or weekends.
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