Customer Service Representative

Key Responsibilities: - Handle inbound and outbound customer calls professionally and efficiently. - Respond to customer enquiries via email, live chat, and other communication channels. - Provide accurate information and appropriate resolutions to customers based on operational guidelines and procedures. - Escalate cases to the relevant departments in accordance with established SOPs where required. - Maintain proper documentation and records of customer interactions within the system. - Support operational activities and administrative duties assigned by the management team. - Meet individual and team performance indicators, including service quality and productivity standards. - Handle customer concerns and complaints in a professional and service-oriented manner. - Participate in trainings, briefings, and process updates as required. Requirements: - Minimum GCE ‘O’ Level or equivalent qualification. - At least 1 year of working experience in a Call Centre or Customer Service environment. - Candidates with experience in Government-related services or the Banking industry will have an added advantage. - Good communication and interpersonal skills. - Able to multitask and work effectively in a fast-paced environment. - Proficient in handling basic computer systems and customer service platforms. - Customer-focused with a positive working attitude and willingness to learn. Working Hours & Shift Requirements: - Based on a 44-hour work week (5.5 working days). - Standard shift duration is 8 hours per shift, with flexibility to work up to 12 hours depending on operational requirements. - Shift-based working environment with timings ranging from 6.45am to 10.45pm. - Required to work on weekends and Public Holidays when scheduled. - Off-In-Lieu (OIL) will be provided for work performed on Public Holidays, subject to company policy. Additional Information: - PH allowance of $100 for every PH worked.