We are looking for customer-focused and service-oriented individuals to join our Call Centre team. The successful candidate will be responsible for handling customer enquiries across multiple communication channels, including inbound and outbound calls, emails, and live chat, while delivering quality customer service in a professional manner.
Key Responsibilities
- Handle inbound and outbound customer calls professionally and efficiently.
- Respond to customer enquiries via email, live chat, and other communication channels.
- Provide accurate information and appropriate resolutions based on established guidelines and procedures.
- Escalate cases to the relevant departments in accordance with SOPs when required.
- Maintain accurate documentation and records of customer interactions in the system.
- Support operational and administrative duties assigned by the management team.
- Meet individual and team service quality and productivity targets.
- Handle customer feedback, concerns, and complaints professionally.
- Participate in trainings, briefings, and process updates as required.
Working Hours
- Based on a 44-hour work week (5.5 working days).
- Standard shift duration is 8 hours per shift, with flexibility to work extended hours based on operational requirements.
- Shift-based work environment.
- Required to work on weekends and Public Holidays when scheduled.
- Hotline operating hours are between 6:45 AM to 10:45 PM, and candidates should be comfortable working assigned shifts within these hours.
- Off-In-Lieu (OIL) will be provided for work performed on Public Holidays, subject to company policy.
Requirements
- Minimum GCE O Level or equivalent qualification.
- At least 1 year of experience in a Call Centre or Customer Service environment.
- Experience in Government-related services or the Banking industry will be an advantage.
- Able to multitask and work effectively in a fast-paced environment.
- Proficient in basic computer applications and customer service systems.
- Customer-oriented with a positive attitude and willingness to learn.
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