Customer Service Representative

Company Overview / Employee Value Proposition

Zenith Infotech (S) Pte Ltd. was started in 1997, primarily with the vision of offering state-of-the-art IT Professionals and solutions to various organizations and thereby helping them increase their productivity and competitiveness. From deployment of one person to formation of whole IT teams, Zenith Infotech has helped clients with their staff augmentation needs. Zenith offers opportunity to be engaged in long term projects with large IT savvy companies, Consulting organizations, System Integrators, Government, and MNCs.

Job Summary

You will provide frontline support by handling inbound and outbound customer contacts, resolving user issues efficiently, and coordinating with internal teams to ensure timely resolution and proper documentation.

Responsibilities

• Make outbound calls to users who have requested callbacks to provide timely assistance
• Deliver first call resolution to users contacting the public-facing hotline by advising on their issues clearly and effectively
• Collaborate with other support and product teams to resolve user requests and issues promptly
• Document, notify, escalate, track, and follow up on all incidents to maintain accurate records and ensure resolution
• Manage assigned emails and respond to user inquiries professionally and promptly
• Handle user interactions via the Chatbot to provide support and information
• Maintain composure and professionalism while managing stress from handling calls from the public with various problems and queries

Required competencies and certifications

• Minimum O Level educational qualification

Other Information

• Work location: Suntec
• Work schedule: 44 hours per week, 5.5 days, including weekends and public holidays
• Shift work: Rotating shifts with timings including 6:45am-3:45pm, 8am-5pm, 9am-6pm, 11am-8pm, and 12:45pm-10:45pm
• Allowance: No shift allowance public holiday allowance of $100 for each public holiday worked