Customer Service Associate (CA)

Job Description
. Provide quick, responsive, high quality and consistent support and customer service.

. Respond to queries and perform technical assistance (first contact resolution) over multiple channels (e.g phone, WhatsApp chats and email).

. Prompt users with relevant questions to determine nature of issue.

. Meet operations service levels (SLA)

. Escalate issue to management, support teams or 3rd party vendors for assistance when problem is complex and beyond Level 1 support within SLA.

. Manage third party vendors for problem resolutions, ensuring timely closure for problem tickets generated

. Follow up with users to ensure issue has been resolved.

. Maintain ongoing communication within the team and keep all stakeholders aware of relevant, known issues as well the steps being taken to resolve them.

. Gather feedback from customers.

. Keep track and document all issues and resolutions accordingly.

. Submit Daily/ Weekly/ Monthly report to customers and/or management team.

. Maintain all operations standards in relation to customer service and performance as set by the company.

. Ensure all calls are picked up within 2 rings.

Requirements
. Singapore Citizen or Singapore PR

. Polytechnic Diploma holder.

. Preferred working experience in Call Centre and Helpdesk environment.

. Able to multitask between multiple projects.

. Willing to learn, able to work well in a team and be a team player.

. Pleasant disposition with good communication skills

. Fluency in a second language

WFO - Ang Mo Kio

M-F: 8.30am to 6pm / 9am - 6.30pm
1 to 2-year contract