Customer Service Officer I Call Centre I 12 Months Contract

Job Title: Customer Service Officer (Call Centre)

Work Location: Suntec City

Schedule: 44 hours per week | 5.5 days/week

Shift Timings: Rotating shifts (6:45 AM–3:45 PM, 8:00 AM–5:00 PM, 9:00 AM–6:00 PM, 11:00 AM–8:00 PM, 12:45 PM–10:45 PM)

Public Holiday Allowance: SGD 100 for each scheduled PH worked

Eligibility: Open to Singaporeans and Permanent Residents (PRs) only

Job Summary: We are seeking a highly motivated and resilient Customer Service Officer to be the first point of contact for users reaching out via our public-facing hotline. You will be responsible for handling inbound calls, resolving queries at first contact, and escalating issues when necessary. The role demands excellent communication skills, attention to detail, and the ability to manage high-pressure situations professionally.

Key Responsibilities:

1. Serve as a first-level helpdesk agent, responding promptly to inbound calls from members of the public.
2. Provide first call resolution by understanding and advising users on their issues and concerns.
3. Liaise with internal support or product teams to ensure timely and effective resolution of tickets.
4. Ensure thorough documentation, tracking, escalation, and follow-up for all incidents logged.
5. Make outbound calls to users who have requested a callback.
6. Respond to emails assigned by the team leader in a timely and professional manner.
7. Handle public queries via Chatbot platforms.
8. Deliver excellent customer service, especially under pressure and during peak hours.

Requirements:

1. Minimum O-Level qualification.
2. Prior customer service or helpdesk experience is a strong advantage.
3. Excellent communication skills in English (spoken and written).
4. Able to handle high call volumes and manage stress effectively.
5. Comfortable working rotational shifts, including weekends and public holidays.
6. Strong problem-solving skills and a customer-first mindset.