Customer Service Officer

BRIEF DESCRIPTION OF THE ROLE:

We are looking for experienced Customer Service Officer (CSO) with minimum 1 year experience in call center environment to support our client in Government Public Transportation sector. The Contact Center provides omni-channel services including phone call, email, and webchat to customers. The Customer Service Officer will be responsible to answer customers’ queries and provide first call resolution.

ROLES & RESPONSIBILITIES:

• Handle first level enquires, primarily incoming calls through our hotlines or other channels such as email and webchat
• Understand customers' needs and provide quick, accurate and satisfactory answers to their queries and concerns
• Guide callers in navigating the client website and using the available services
• Gather customer feedback and sentiments and escalate to the relevant parties for further actions
• Ensure proper documentation, notification, escalation, tracking and follow up of all interactions with customers
• Maintains and improves service level quality by adhering to standards and guidelines
• Handle ad hoc duties as required

REQUIREMENTS:

• Singapore citizen.
• Minimum 1 year of experience working in a contact center environment.
• Minimum education level: O levels.
• Active listener and possesses problem-solving skills.
• Fast learner and good team player.
• Demonstrates good customer service, communication skills, and comfortable to work in a fast-paced environment.

Other Information:

• 44 hours per week and rotating shift hours (earliest shift starts at 0645am, latest shift ends at 1045pm) including weekends and public holidays.
• $2800 - $3600 a month depending on skill and experience.
• Up to 1.5 months performance bonus.
• Location: Near Suntec City or Commonwealth mrt (confirmation with client during interview)