Customer Service Officer(Call Centre) - Singapore - PAN-ASIA RESOURCES PTE LTD

Description

Roles & Responsibilities

One of our clients whose office is in science park is looking for a customer service office(Call Centre) for a 12 months contract

Key Accountabilities

• Achievement of a good Balanced Score Card (comprising Unplanned Leave, Punctuality, Productivity, Compliments)

Achievement and maintenance of customer satisfaction

Job Responsibilities & Duties

• 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

Minimum Qualification:

Diploma in IT or Business or related discipline

Minimum Years/Type of Experience:

• 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.

Working Hours

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

should have Contact Centre/Service Desk/Helpdesk support experience.

Mandarin speaking abilities is a plus as many of the customers speak that language

Prefer short notice /immediate available

Tell employers what skills you have

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