Customer Service Officer

Certis; Singapore; On-site; SGD 28,000 - 36,000; Full time

Benefits offered by this job

Medical insurance

Dental allowance

Performance incentives

Job summary

Certis Commonwealth Office in Singapore is seeking a focused Customer Support Representative to be the first contact for customers seeking technical help by phone or email. You will help troubleshoot, ask targeted questions, and open the correct support tickets in the system.

Coordinate with maintenance teams, track ticket progress to closure, log events and resolutions, and keep customers updated. Requires at least 1 year in call-centre or customer service, English fluency, and willingness to

Qualifications

• Minimum 1 year of call-centre and customer service experience.
• Candidates with Engineering or Information Technology background have added advantage.
• Fluent in English, with good communication skills.
• Able to work rotating shifts, including weekends and public holidays.

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

Call centre experience

English fluency

Customer service mindset

Education

Engineering/Information Technology background

Job description

Select how often (in days) to receive an alert: CREATE ALERT

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.