Contact Centre Advisor (Support SG Region)

Job Scope:

Customer Servicing

Ensure customers’ enquiries and requests are handled as per the stipulated performance standards and benchmarks.

Resolve customers’ problems or complaints by applying appropriate skills and escalate the case to next level when necessary.

Ensure all customer interactions are captured and logged in CRM system accurately.

Follow up on all pending cases and ensure customers are updated on the resolution timely.

Ensure meeting personal service targets in achieving service, productivity, and quality assurance level.

Performs other responsibilities and duties periodically assigned by supervisor to meet operational and/or other requirements.

Analytics, Tools & Continuous Improvement

Drive automation, system optimization, and adoption of WFM tools

Lead continuous improvement initiatives to enhance forecast accuracy, schedule efficiency, and SLA performance



Requirement:

Fresh Graduate(s) of Degree/Diploma in any discipline.

1-2 years of working experience for Degree/Diploma in any discipline.

Proficient in both written and spoken English.

Proficient in Mandarin will be added advantage.

Empathetic and possess good problem-solving skills.

Interested in learning and acquiring good communication and soft skills.

Enjoys interacting with/and helping people.

Computer literate with proficiency in MS Office

Willing to work in Cyberjaya & Putrajaya.

Willing to follow Singapore working calendar.