Monitoring Operations Officer

V-ELEGANT PTE. LTD.; Singapore; On-site; SGD 30,000 - 42,000; Full time

Job summary

V-ELEGANT PTE. LTD. is seeking a customer service professional to support our call centre operations in Singapore. The role involves handling customer inquiries via phone and video calls, verifying information, and delivering timely assistance with a focus on accuracy and confidentiality.

You will monitor alerts, document interactions, and follow defined procedures. Training will be provided, and weekend/public holiday shifts may be required to meet roster demands.

Qualifications

• Experience in customer service or call centre is an advantage.
• Comfortable conducting professional phone and video calls.
• Basic computer skills including Microsoft Office, email and digital reporting systems.
• Detail-oriented, responsible and able to follow procedures accurately.

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, SOPs 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.

Skills

Customer service

Phone & video calls

Microsoft Office

Attention to detail

Weekends/holidays

Training provided

Education

GCE O/ NITEC/ Diploma

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.