Customer Service Officer

Responsibilities:

Perform outbound calls to users who leave callback

Provide first call resolution to users who called into our hotline which is public facing, advising on issues

Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner.

Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Primary responsibilities are focused on customer contact

Handle emails as assigned by team leader

Handle responses via the Chatbot

Agent would need to be able to take stress of answering calls from members of public

problems and queries.

Company Overview / Employee Value Proposition

We are proud of being IT Partners of choice of several medium and large global organizations. Since our inception in 2014, we have grown by addressing the evolving needs of our customers and contributing our best towards their growth and success. We are a rapidly growing provider of IT Solutions and Services offering a wide range of expertise to meet our customers growing needs. We are focused on providing services around Enterprise Solutions and Custom solutions.

Job Summary

You will perform outbound calls to users who request callbacks and provide first call resolution to users contacting our public-facing hotline. You will collaborate with support and product teams to resolve issues promptly, document and track incidents, and handle assigned emails and chatbot responses.

Responsibilities

• Make outbound calls to users who have requested callbacks to address their issues
• Resolve user inquiries on the first call through the public-facing hotline by providing clear advice and solutions
• Collaborate with support and product teams to resolve requests and issues efficiently
• Document, notify, escalate, track, and follow up on all incidents to ensure proper resolution
• Manage emails assigned by the team leader and respond to chatbot inquiries as required
• Maintain composure and professionalism while handling calls from members of the public, managing stress effectively

Required competencies and certifications

• Ability to work rotating shifts including weekends and public holidays, covering shift times from 6:45am to 10:45pm - (6.45am to 3.45pm, 8am to 5pm, 9am to 6pm, 11am to 8pm, 12.45pm to 10.45pm.
• Minimum educational qualification: O Level

Other Information

• Work schedule: 44 hours per week, 5.5 days
• No shift allowance public holiday allowance of $100 for each public holiday worked
• Basic salary up to SGD 3,000 per month, depending on experience