Customer Service Officer (Call Center) - Career Growth Potential

Work Timings & expectations:

Able to work staggered office hours on rotation and 5.5 day work per week (alternate Saturdays and 5th Saturdays) 
Staggered office hours for  Mon to Fri: 8 am – 5 pm, 8.30 am – 5.30 pm, 9 am – 6 pm, or 11 am – 8 pm
Staggered office hours for Saturday : 8 am – 12 pm, 8.30 am – 12.30pm, 9 am – 1 pm or 10 am – 2 pm

• Responsibilities:
  Achievement of a good Balanced Score Card (comprising Unplanned Leave, Punctuality, Productivity, Compliments).
• Achievement and maintenance of customer satisfaction.
• Attend and respond to incoming Calls, Emails and Call-Back requests, Live Chats (if applicable to the supported Project) within Service Levels and to deliver pleasant Customer Experiences.
• Follow-up on all outstanding incidents/cases.
• Logged all calls reported into the case management system.
  Maintains and accurately update customer’s enquiry, problem and resolution into the case management system.                                               

The following would depend on the experience of the candidate and on need basis:

• Generates management reports. 
• Provides assistance and guidance to junior colleagues. 
• Perform other duties as assigned
• Diploma in IT or Business or related discipline
• Minimum 1 year of call center experience
• Having good communication skills (speaking and writing)
• Ability to multi-task e.g. on the call and keying in to the ticketing system at the same time. We operate on a leveraging shared model where CSOs/Agents support more than 1 project.
• Interested with policy and procedures, application/eService usage and/or transaction behavior support in Contact Centre via phone, email, online and digital platform.