Helpdesk Service Support (Maternity Cover)

BUREAUSERVE PTE LTD; Singapore; On-site; SGD 27,000 - 40,000; Full time

Job summary

The Tele Helpdesk Officer role at BUREAUSERVE PTE LTD in Singapore focuses on delivering reliable administrative support to users via phone and digital channels. You will handle enquiries, guide customers through procedures, and ensure accurate follow-up in a structured, service-oriented environment.

You will work in shifts from 7:00am to 7:00pm, including Sundays and public holidays, and you may be considered for multilingual support as part of serving Singapore's diverse user base.

Qualifications

• Maternity cover for up to 4 months.
• Relevant experience in helpdesk, or customer service support environments.
• Strong customer service, and communication skills.
• Experience supporting digital platforms or e-services is an advantage.
• Ability to work on a rotational shift schedule, including weekends and public holidays.
• Strong sense of accountability, ownership, and service quality.
• Proficiency in additional languages commonly used in Singapore will be considered an added advantage, as the role involves interaction with a diverse user base

Responsibilities

• Handle incoming calls and enquiries related to administrative procedures, fees, billing, and payment matters
• Provide clear and accurate information on processes, submission requirements, and service-related workflows
• Serve as the primary point of contact for customer enquiries, feedback, requests, and complaints
• Perform first-level problem identification, classification, diagnosis, troubleshooting, and resolution
• Maintain comprehensive issue logs
• Escalate unresolved issues in accordance with documented problem ownership, prioritisation, and escalation procedures
• Submit monthly progress reports detailing service performance
• Helpdesk operations from 7.00am to 7.00pm daily, including Sundays and Public Holidays, based on assigned shifts

Skills

Customer service

Communication

Problem-solving

Multilingual

Digital platforms support

Job description

About the Role

We are seeking professional and customer-oriented Tele Helpdesk Officers to provide reliable administrative and procedural support to users via phone and digital channels. This role focuses on handling enquiries, guiding customers through processes, and ensuring accurate follow-up in a structured service environment.

Key Responsibilities

• Handle incoming calls and enquiries related to administrative procedures, fees, billing, and payment matters
• Provide clear and accurate information on processes, submission requirements, and service-related workflows
• Serve as the primary point of contact for customer enquiries, feedback, requests, and complaints
• Perform first-level problem identification, classification, diagnosis, troubleshooting, and resolution
• Maintain comprehensive issue logs
• Escalate unresolved issues in accordance with documented problem ownership, prioritisation, and escalation procedures
• Submit monthly progress reports detailing service performance
• Helpdesk operations from 7.00am to 7.00pm daily, including Sundays and Public Holidays, based on assigned shifts

Requirements

• Maternity cover for up to 4 months
• Relevant experience in helpdesk, or customer service support environments
• Strong customer service, and communication skills
• Experience supporting digital platforms or e-services is an advantage
• Ability to work on a rotational shift schedule, including weekends and public holidays
• Strong sense of accountability, ownership, and service quality
• Proficiency in additional languages commonly used in Singapore will be considered an added advantage, as the role involves interaction with a diverse user base