Monitoring Officer

WSH EXPERTS PTE. LTD.; Singapore; On-site; SGD 32,000 - 42,000; Full time

Job summary

WSH EXPERTS PTE. LTD. in Singapore invites applications for a customer service role focused on supporting clients via phone and video calls. You will monitor alerts, verify information, and provide timely assistance while recording all interactions in our system.

The position requires a Diploma or equivalent, a calm and professional demeanor, and the ability to work on weekends/public holidays per roster. Training will be provided to new hires.

Qualifications

• Experience in customer service or call centers is advantageous.
• Comfortable handling professional phone and video calls.
• Ability to follow procedures and SOPs accurately.

Responsibilities

• Monitor system alerts and identify potential issues.
• Contact customers via phone/video to verify information and provide assistance.
• Record interactions and actions accurately in the designated system.
• Escalate urgent or non-compliance cases per procedures.
• Follow approved scripts, SOPs and service timelines.
• Coordinate with teams to handover outstanding cases between shifts.
• Maintain confidentiality of information and records.
• Attend trainings and on-the-job training as required.

Skills

Customer service

Communication skills

Phone and video calls

Detail-oriented

Education

Diploma or equivalent

Job description

Job Responsibilities

• Monitor system alerts and identify possible service or compliance issues.
• Contact customers promptly through phone calls and video calls to verify information and provide assistance.
• Record all alerts, customer interactions, follow-up actions and case outcomes accurately in the designated system.
• Escalate urgent, unresolved or non-compliance cases to the Team Manager in accordance with established procedures.
• Follow approved communication scripts, Standard Operating Procedures and service timelines.
• Prepare daily operational updates and support monthly reporting when required.
• Coordinate with internal team members to ensure smooth handover of outstanding cases between shifts.
• Maintain confidentiality of customer information and operational records.
• Attend briefings, training, refresher courses and On-the-Job Training as required.

Job Requirements

• Minimum GCE ‘N’ / ‘O’ Level, NITEC, Higher NITEC or Diploma qualification.
• Experience in customer service, call centre, contact centre, operations support or administrative work will be an advantage.
• Comfortable conducting professional phone and video calls.
• Able to remain calm, attentive and professional when handling urgent or challenging situations.
• Basic computer skills, including Microsoft Office, email and digital reporting systems.
• Detail-oriented, responsible and able to follow procedures accurately.
• Willing to work on weekends and Public Holidays based on roster.
• Candidates without relevant experience may apply; training will be provided.