Admin Executive

SMM PTE. LTD.; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

A leading service provider in Singapore is looking for an Operator to handle inbound and outbound calls, manage fault cases, and compile call statistics. Candidates should have strong communication skills, proficiency with Microsoft Office, and ideally some experience in customer service or call centers. The role requires multitasking, empathy, and the ability to handle high call volumes. This position operates on a rotating shift basis, including day and night shifts, with potential for overtime.

Qualifications

• Prior customer service or call center experience is preferred.
• Ability to manage high call volumes and navigate multiple systems.
• Empathy, patience, and resilience are crucial for customer issue resolution.

Responsibilities

• Handle inbound and outbound calls from clients and site teams.
• Log and manage fault cases in ISMM system and provide WhatsApp support.
• Monitor and compile call statistics and reports.

Skills

Clear verbal communication

Active listening

Technical Literacy

Multitasking

Problem-solving abilities

Education

Degree in any discipline

Tools

Microsoft Office

Job description

The candidate is required to:

• Handle extra coordination, reporting, and supervisory responsibilities.
• Preparing the monthly call statistics report.
• Managing staff work schedules and overtime forms.
• Maintaining and updating contractor and internal contact lists every month.
• Monitoring call handling performance
• Supporting the resolution of escalated issues.

As an Operator, the responsibilities of the candidate are:

• Handle inbound and outbound calls from clients and site teams
• Log and manage fault cases in ISMM system and provide WhatsApp support
• Monitor and compile call statistics and reports
• Conduct follow-up calls including confirmations and surveys
• Coordinate with contractors and internal teams to resolve customer issues
• Escalate and follow up on unresolved cases when necessary.
• In general, the candidate will be operating on a shift basis, rotating between day/night shifts with scheduled rest days and overtime when required.

Requirements:

• Communication: Clear, confident, and professional verbal communication is essential, along with active listening to understand customer needs.
• Technical Literacy: Proficiency with computers, including typing, navigating multiple systems, and familiarity with Microsoft Office.
• Degree in any discipline with prior customer service or call center experience is preferred
• Multitasking & Organization: Ability to manage high call volumes, navigate systems while talking, and document complaints accurately
• Empathy, patience, resilience, and problem-solving abilities are crucial for resolving customer issues