Job Description
Job Description • Provide quick, responsive, high quality and consistent support and customer service. • Respond to queries and perform technical assistance (first contact resolution) over multiple channels (e.g phone, WhatsApp chats and email). • Prompt users with relevant questions to determine nature of issue. • Meet operations service levels (SLA) • Escalate issue to management, support teams 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 issue has been resolved. • Maintain ongoing communication within the team and keep all stakeholders aware of relevant, known issues as well the steps being taken to resolve them. • 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. • Ensure all calls are picked up within 2 rings. Requirements • Singapore Citizen or Singapore PR • Polytechnic Diploma holder. • Preferred working experience in Call Centre and Helpdesk environment. • Able to multitask between multiple projects. • Willing to learn, able to work well in a team and be a team player. • Pleasant disposition with good communication skills • Fluency in a second language WFO - Ang Mo Kio M-F: 8.30am to 6pm / 9am - 6.30pm 1 to 2-year contract
