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- 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.
- 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 behaviour support in Contact Centre via phone, email, online and digital platform.
Customer service representative - Singapore - UNISON CONSULTING PTE. LTD.
Description
Roles & ResponsibilitiesWork 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
The following would depend on the experience of the candidate and on need basis:
Ability to Multitask
Listening Skills
Ticketing
Telephone Manner
Target Driven
Customer Service Representatives
Good Communication Skills
Writing
Customer Satisfaction
Customer Service
Case Management
Conflict
Customer Service Experience
Call Center