Job Scope

• First level helpdesk to respond to calls.
• Provide first call resolution to users who called in the hotline which is public facing, advising on issues.
• Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner.
• Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.
• Primary responsibilities are focused on customer contact.
• Perform outbound calls to users who leave callback.
• Handle emails as assigned by team leader.
• Handle responses via the Chatbot.

Job Qualifications

• Minimum O Level education.
• At least 1 year experience in a call center environment.
• Experience in dealing with Public, Government/IMDA/GovTech contact centre/service desk agents.
• Able to multi-task while assisting customers and toggle between system application screens in a fast-paced environment.
• Maintaining a positive, empathetic, and professional attitude toward customers.
• Excellent verbal and written communication skills.
• 44 hours per week, able to work rotating shift hours including weekends and public holiday.

Carolyn Ann Santibanez Mendoza EA License No. 02C3423 Personnel Registration No. R1105160

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