Customer Service/ Contact Center/ Helpdesk

Working Hours:
44 hours per week (5.5 days)
Rotational shifts, including weekends and Public Holidays
Shift timings may include:
6:45am - 3:45pm
8:00am - 5:00pm
9:00am - 6:00pm
11:00am - 8:00pm
12:45pm - 10:45pm
Job Purpose
The Customer Service Officer serves as the first point of contact for members of the public, handling inbound and outbound communications via phone, email, and digital channels. The role focuses on providing accurate information, resolving issues at first contact where possible, and ensuring a positive customer experience.

Key Responsibilities:
Make outbound calls to users who have requested callbacks.
Handle inbound calls from members of the public via a public-facing hotline and provide timely, accurate assistance.
Achieve first-call resolution where possible by effectively addressing users queries and issues.
Respond to customer enquiries via email and chatbot platforms as assigned
Liaise with internal support teams or product teams to resolve cases that require further investigation or follow-up.
Ensure proper documentation, tracking, escalation, and follow-up of all incidents and service requests in accordance with established procedures.
Maintain professionalism and composure when handling high call volumes and challenging interactions.
Meet service level and quality standards set by the organization.

Requirements:
Minimum educational qualification: GCE O Level or equivalent.
Ability to communicate clearly and professionally with members of the public.
Comfortable working in a fast-paced, public-facing contact centre environment.
Able to work rotating shifts, including weekends and Public Holidays.
Basic computer literacy and ability to document cases accurately.
Ability to remain calm and focused when handling stressful or sensitive situations.

Preferred Attributes:
Prior experience in customer service, contact center, or helpdesk roles.
Strong interpersonal and problem-solving skills.
Team-oriented with the ability to work independently when required.

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