Overview of the Role
Front line customer service role to provide Level-1 support to manage incoming interactions/transactions (calls, emails & Live Chats [if applicable]), and provide delightful customer experience, aligning to Service Level targets and company goals.
Key Accountabilities
- Achievement of a good Balanced Score Card
- Achievement of Compliments and maintenance of good customer satisfaction ratings.
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
- Logged all calls reported into the case management system
- Follow-up on all outstanding cases till closure
- 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
Key Job Competencies
- Customer Focus
- Learning Ability
- Results Oriented
- Continuous Improvement
Education Requirements
- Diploma in IT or Business or related discipline
Working Experience Requirements
- Minimum 1 year of Contact Centre/ Helpdesk/ Service Desk experience
- Customer service / Soft skills
- Effective communication skills (spoken & written)
- Ability to multi-task e.g. on the call and keying into the ticketing system at the same time. We operate on a leveraging shared model where CSOs/Agents support more than 1 project.
- Keen to learn and understand policies, procedures, application/eService usage and/or transaction behaviour support in Contact Centre via phone, email, online and digital platform.
- Tech savviness candidates are preferred as we deal with usage guidance and simple troubleshooting.
- Willing to work 24/7 shift
Skills Required
Must-have skills
- Effective Communication skills
Preferable skills
- Experience in the Contact Centre/Helpdesk/Service Desk environment
