We are looking for a Customer Service Officer to support a public-facing hotline and provide timely assistance to users through calls, emails, and chatbot channels. The role requires strong communication skills, customer focus, and the ability to work effectively in a fast-paced contact centre environment.
Key Responsibilities
- Perform outbound calls to users who have requested callbacks
- Handle inbound hotline calls and provide first-call resolution to customers
- Provide clear and accurate advice and guidance to users on enquiries and issues
- Respond to customer emails assigned by the team leader
- Manage and respond to enquiries received through chatbot channels
- Liaise with internal support teams and product teams to resolve issues promptly
- Ensure proper documentation of all customer interactions and cases
- Perform incident tracking, follow-up, and escalation when required
- Maintain service quality and professionalism in all customer interactions
- Focus primarily on customer contact and service delivery
Requirements
- Prior experience in customer service or contact centre environment is an advantage
- Strong verbal and written communication skills
- Ability to handle calls from members of the public in a calm and professional manner
- Good problem-solving skills and customer-oriented mindset
- Ability to multitask and manage enquiries across multiple channels
- Basic proficiency in MS Office and computer applications
- Willingness to work in a fast-paced and structured environment
Work Schedule and Shift Requirements
- Working hours: 44 hours per week, 5.5 days
- Candidates must be willing to work on rotational shifts, weekends, and public holidays
- Rotating shift timings include:
- 6:45 am 3:45 pm
- 8:00 am 5:00 pm
- 9:00 am 6:00 pm
- 11:00 am 8:00 pm
- 12:45 pm 10:45 pm
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