Customer Service Officer

CERTIS CISCO MANPOWER PTE. LTD.; Singapore; On-site; SGD 19,000 - 28,000; Full time

Job summary

Certis is seeking a customer-focused service professional to join our Singapore contact centre, based at Certis Commonwealth Office. The role centers on delivering high-quality customer support and ensuring smooth service delivery in a dynamic security services environment.

You will be the first point of contact for customers, guide them through troubleshooting steps, open and manage support tickets, coordinate with maintenance teams, and ensure timely resolutions while maintaining clear logs

Qualifications

• At least 1 year of call-centre or customer service experience.
• Fluent in English.
• Willing to work rotating shifts, including weekends and public holidays.
• Engineering or Information Technology background advantageous.
• Based at Certis Commonwealth Office.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Assist customers to troubleshoot the suspected fault through carefully designed questions.
• Identify the issue and open the relevant support ticket in the system.
• Determine the solution based on the issue and details provided by customer.
• Plan and task maintenance support teams to align with client's schedule.
• Coordinate with maintenance team to resolve client concerns.
• Monitor and follow-up on all outstanding tickets until closure.
• Record events, problems and resolutions in logs.
• Follow-up and update customer status and information.
• Handle customer complaints or feedback.
• Prepare reports.
• Identify and suggest improvements on existing processes.

Skills

Call centre experience

Customer service

English fluency

Shift work

Team player

Engineering/IT background

Education

Engineering or IT background

Job description

About Certis

We are a leading security services organisation. We put technology to work in making the world a safer place. Our mission is that as trusted partners, we protect lives and assets, and deliver integrated critical services. By empowering our people, our goal is to enable our communities to stay safe and thriving.

We offer a broad range of opportunities and career pathways for our people to grow and explore their potential. We believe that people, equipped with innovative thinking and technological capabilities will make the world safer, smarter and better.

Life at Certis

If you are a passionate individual looking for opportunities to expand your skills, and purposeful work instead of just a 'job', we would love to hear from you.

At Certis, no two days look alike. Our work calendars are filled with chances to collaborate with others, and bring new initiatives to life. Whether you're looking to improve a process, or have an innovative idea awaiting a technology solve, we want you to bring your ideas to the table.

We are a close-knit team that looks out for each other, works hard to get the job done, and encourages each other to grow - the perfect place for you to grow your career!

Duties & Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Assisting customers to troubleshoot the suspected fault through carefully designed questions
• Identifying the issue encountered by the customer and opening the relevant support ticket in system
• Determine the solution based on the issue and details provided by customer
• Planning and tasking of maintenance support teams to align with client's schedule
• Coordinate with maintenance support team to resolve clients' concern
• Monitor and follow-up on all outstanding support tickets till closure
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Handling customer complaints or feedback
• Preparation of reports
• Identify and suggest possible improvements on existing processes

Skills & Experience

• At least 1 year of experience in call-centre and customer service environment
• Candidates with field of study in Engineering and Information Technology will be of added advantage
• Able to converse in English fluently
• Must be able to perform rotating shift duties, including weekends and public holidays
• Customer service oriented, positive attitude and team player
• Working Location - Certis Commonwealth Office

Recognition & Reward

What you can expect from us:

• Work on world-class security projects renowned for their safety, reliability and efficiency
• Commitment to your ongoing development, including on-the-job opportunities, formal programs and assistance with further education
• Community volunteering opportunities
• A competitive remuneration package, featuring performance-based incentives and a medical insurance and dental allowance.
• Certis is committed to fostering an inclusive and diverse workforce culture, which is supported by our values. Our aim is to attract, develop and retain a truly diverse and high-performing workforce.