Call Centre Agent

Job Summary

2 years contract

12 hours rotating shift AM/PM

Ang Mo Kio

Up to $3600 + allowance

Responsibilities

Provide quick, responsive, high quality and consistent support and customer service via a 24/7 call centre environment

Perform technical assistance over the phone

Prompt users with relevant questions to determine nature of issue.

Assist users to resolve technical issues

Escalate issue to management, Level 2 Support or 3rd party vendors for assistance when problem is complex and beyond Level 1 support within SLA

Manage third party vendors for problem resolutions, ensuring timely closure for problem tickets generated

Follow up with users to ensure issue has been resolved.

Respond to queries over multiple channels (e.g phone, Whatapps chats and email).

Maintain all operations standards in relation to customer service and performance as set by the company.

Walk customer through basic problem‑solving process.

Perform First Call Resolution.

Maintain ongoing communication within the team and keep all stakeholders aware of relevant, known issues as well the steps being taken to resolve them.

Follow up with customers to ensure issue has been resolved.

Gather feedback from customers.

Keep track and document all issues and resolutions accordingly.

Generate reports for customers and management.

Qualifications

Able to work 12 hours shift (9am to 9pm / 9pm to 9am)

Diploma knowledge in IT Field is preferred.

Experience in Call Centre and Helpdesk is preferred.

Team Leader capability preferred.

Good Knowledge of Microsoft Office

(Registration no: R2197670 )

Please ensure that applications sent through email are no bigger than 1Mb.

We thank all applicants for your interest but regret to inform that only shortlisted candidates would be notified.

Success Human Resource Centre Pte Ltd

(EA License Number: 97C4832 )

3 Shenton Way, Shenton House #19-01, Singapore 068805

T: 6337 3183 | F: 6337 0329 | W:www.successhrc.com.sg

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