Job Responsibilities & Duties:
- 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
The following would depend on the experience of the candidate and on need basis:
- Generates management reports
- Provides assistance and guidance to junior colleagues
- Perform other duties as assigned
Minimum Years/Type of Experience:
- Minimum 1 year of call center experience
- Ability to multi-task e.g. on the call and keying in to the ticketing system at the same time.
- Operate on a leveraging shared model where CSOs/Agents support more than 1 project.
- Interested with policy and procedures, application/eService usage and/or transaction behaviour support in Contact Centre via phone, email, online and digital platform.
- Willing to take on Customer Administration functions as well as CSO Frontline role (handling calls & emails).
To apply please click the Apply button or send us your updated profile to [Confidential Information]
EA Licence No.:18S9405 / EA Reg. No.:R1330864
Percept Solutions is undergoing a growth phase and are on the lookout for talent. Applicants are encouraged to follow Percept Solutions on LinkedIn @ https://www.linkedin.com/company/percept-solutions/ to stay up to date on our upcoming roles and events.
