Customer Service Associate (CA)

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