Customer Service Officer
Job Summary
This is a frontline customer service role providing Level-1 support for incoming calls, emails, and live chats. The position focuses on delivering a delightful customer experience while meeting service level targets and company goals. Candidates will manage case logs and ensure issues are resolved effectively within a contact center environment.
Responsibilities
- Manage incoming customer interactions (calls, emails, chats)
- Document and track cases in management system
- Ensure resolution of outstanding issues
- Provide technical usage guidance and troubleshooting
Required Skills
- Effective communication
- Contact center/helpdesk experience
- Multi-tasking ability
- Technical aptitude
Job Details
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.
- Log all calls reported into the case management system.
- Follow-up on all outstanding cases till closure.
- Maintain and accurately update customer’s enquiry, problem and resolution into the case management system.
- Generate management reports (based on experience and need).
- Provide assistance and guidance to junior colleagues (based on experience and need).
- 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.
- 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.