Customer Service Officer (Call Centre) - Up to $2,500 (Alexandra)

Position: Customer Service Officer (Call Centre)

Location: Alexandra (Nearest MRT Station is Labrador Park)

Working Hours: 5 days Office hours (8.30am to 6pm)

Salary: Up to $2,500

Duration: Contract till 30 June 2021

Industry: Energy

Main Responsibilities:

• Provide support and solution to all customer support channel
• Record all enquiries and relevant information and data in the case management system
• Respond promptly to customer request for service and assistance
• Manage SLAs for acknowledgement and resolutions of customer queries/ complaints
• Communicate and coordinate with other teams and partners, to meet the requisite SLAs
• Ensure un-resolvable/ key issues are escalated to the relevant stakeholders at the right time
• Attempt to handle first contact resolution
• Work in conjunction with the team and management to meet performance goals
• Identify the service gaps and gather customer feedback for improvement plan
• Flexibly adhering to defined procedures, standards, and performance expectations
• Provide support to billing operation by performing billing audit and checks.
• Assist with duties assigned by the management / company

Requirements:

• Diploma in any discipline with at least 1 year of contact centre experience.
• Excellent communication and documentation skills
• Self-starter, with a track record of dependability and honouring commitments
• Maintain a positive, empathetic and professional attitude toward customers
• Keen problem solver who connects with individuals during each customer interaction, leveraging empathy and understanding
• Develop strategy for development on self-support digital channels for customers and ensure they have the updated information at all times
• In-depth understanding of product offerings to the relevant level of detail

*** We do not charge our candidates any referral fee nor bind them with any contract. ***

Reg no.: R1330718 / EA No: 13C6684