Monitoring Operations Officer

WSH Experts Pte Ltd; Singapore; On-site; SGD 26,000 - 38,000; Full time

Job summary

WSH Experts Pte Ltd in Singapore is seeking a customer service associate to join our operations team. You will handle alerts, verify information with customers by phone and video, and document interactions in our system. The role requires a minimum GCE N/ O level or diploma, plus experience in contact centre or admin.

You will follow SOPs, work on weekends, and participate in training to stay compliant. Strong communication, calm under pressure, and basic computer skills are essential; training

Qualifications

• GCE N/O level, NITEC, Higher NITEC or Diploma required.
• Experience in customer service or call centre is advantageous.
• Comfortable with professional phone and video calls.
• Able to stay calm and professional with urgent or challenging situations.
• Basic computer skills including Microsoft Office, email and reporting systems.
• Willing to work on weekends and public holidays per roster.

Responsibilities

• Monitor system alerts and identify service or compliance issues.
• Contact customers via phone and video calls to verify information and assist.
• Record alerts, interactions, follow-ups and case outcomes in the system.
• Escalate urgent or non-compliance cases to the Team Manager per procedures.
• Follow approved scripts, SOPs and service timelines.
• Prepare daily operational updates and support monthly reporting.
• Coordinate handover of cases between shifts with internal teams.
• Maintain confidentiality of customer information and records.
• Attend briefings, training and on-the-job training as required.

Skills

Communication skills

Customer service

Phone/video calls

Detail-oriented

Microsoft Office

Education

GCE N/O Level or Diploma

Tools

Microsoft Office

Email

Digital reporting systems

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.