Operations Monitoring & Incident Response Specialist

V-ELEGANT PTE. LTD.; Singapore; On-site; SGD 32,000 - 52,000; Full time

Job summary

V-ELEGANT PTE. LTD. is seeking a customer service-oriented professional to monitor alerts, verify information with customers via phone and video calls, and document all interactions in the system. You will escalate issues and support daily reporting while following SOPs.

The role requires a Diploma or equivalent and experience in customer service or related fields. Weekend and public holiday rosters may apply; training will be provided as needed.

Qualifications

• 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.

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.

Skills

Customer service

Phone / Video calls

Detail oriented

Microsoft Office

Digital reporting systems

Education

Diploma or equivalent

Tools

Digital reporting systems

Job description

V-ELEGANT PTE. LTD. is seeking a customer service-oriented professional to monitor alerts, verify information with customers via phone and video calls, and document all interactions in the system. You will escalate issues and support daily reporting while following SOPs.

The role requires a Diploma or equivalent and experience in customer service or related fields. Weekend and public holiday rosters may apply; training will be provided as needed.