Number of Applicants
:000+
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MAIN DUTIES/RESPONSIBILITIES:
Oversea administrative tasks
Ensure phone lines are duly managed, answered and called back
Ensure KPI’s are met of air call
Provide a high level of satisfaction to customers
Escalate any necessary cases with team A to ensure no complaints
Assist technicians where needed with rescheduling, customer complaints,
getting work complete
Ensure techs have a full days work
Manage inbox
Ensure all customers receive outbound call and quote for their bookings to get
them booked in within the agreed 5 days
Source sub contractors to ensure all bookings are complete in a timely
manner for regional and metro
Assist members logging into their account, changing login emails and
technical issues on behalf of customer
Kpi’s
adhere to the performance indicators as set out by the company time to time.
Including but not limited to
0 call declines during shift
answering all inbounds to a high standard
managing a caseload of 400+cases at a time, with a high level of customer service
ensuring call wait time remain below 2 minutes
ensuring the prompt answering of all ringing calls
maintaining a high level of customer satisfaction , in the call centre, measured
through surveys
25% conversions onto citywide rewards
20% grouping
All cases booked and called within a day of being assigned
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