Job Scope

• Handle first level enquires, primarily incoming calls through hotlines or other channels such as email and webchat
• Understand customers' needs and provide quick, accurate and satisfactory answers to their queries and concerns
• Guide callers in navigating the client website and using the available services
• Gather customer feedback and sentiments and escalate to the relevant parties for further actions
• Ensure proper documentation, notification, escalation, tracking and follow up of all interactions with customers
• Maintains and improves service level quality by adhering to standards and guidelines
• Handle ad hoc duties as required

Job Qualifications

• Minimum O' Level education
• Minimum 12 months of call center environment
• Experience in dealing with Public, Government/IMDA/GovTech Contact Centre/Service Desk agents
• Able to multitask - Logging tickets, checking KBs while on the call
• Fast paced environment (gauge the number of calls handle per day)
• 44 hours per week, able to work rotating shift hours including weekends and public holidays
• Open for candidates looking for Night shift only

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

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