Working Location: Ang Mo Kio St 65
Working hours: 8am to 630pm (staggered hours)
Scope of Work
- Provide quick, responsive, high-quality, and consistent support and customer service.
- Perform technical assistance over the phone.
- Perform First Call Resolution.
- Respond to queries over multiple channels (e.g., phone, WhatsApp chats, and email).
- Prompt users with relevant questions to determine nature of issue.
- Assist users to resolve technical issues.
- Escalate issue to management, Level 2 Support 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 the issue has been resolved.
- Maintain ongoing communication within the team and keep all stakeholders aware of relevant, known issues as well as the steps being taken to resolve them.
- Respond to queries over multiple channels (e.g., phone, WhatsApp chats, and email).
- 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.
- Extraction of voice recording.
- Ensure all calls are picked up within 3 rings.
Requirement:
- Must be Singaporean
- Required to be project cleared CAT2
- Diploma in IT Helpdesk is preferred.
- Preferred working experience in Call Centre and Helpdesk environment.
- Experienced with Microsoft Excel, Words and PowerPoint.
- Able to multitask between multiple projects.
- Willing to learn, able to work well in a team and be a team player.
- Preferably Bilingual, Able to converse in Mandarin (to support Mandarin-speaking users)
- Experience with Chatbot and VoiceBot preferred.
