[PUB-JOD] Contact Centre Executive (PUBONE), 9-months contract

PUB, Singapore's National Water Agency; Singapore; Vor Ort; SGD 27.000 - 42.000; Vollzeit

Zusammenfassung

PUB, Singapore's National Water Agency, is seeking a Contact Centre Executive to join the Joint Operations Centre (JOC). You will manage customer feedback across multiple channels and work to maintain service excellence.

You should be comfortable in a fast-paced contact centre environment, collaborate with colleagues, and respond quickly during incidents. Strong communication and a service mindset are essential assets for success.

Qualifikationen

• Diploma in Business, Communications, Information Management or equivalent.
• Experience in a Contact Centre environment preferred.
• Able to report back quickly during incidents or crises.
• Strong communication skills and a service mindset.
• Basic literacy in computer tools including MS Office and live chat platforms.

Aufgaben

• Handle feedback via phone, email, apps, website and live chat; create and update cases; aim for first contact resolution.
• Contact callers to obtain feedback and manage drop calls.
• Escalate feedback promptly according to guidelines.
• Record and deploy IVR messages during high call volume and incidents.

Kenntnisse

Team player

Good communication

Multitask

Work well under pressure

Ausbildung

Diploma in Business/Communications/Information Management or equivalent

Jobbeschreibung

What The Role Is

As a Contact Centre Executive / Senior Contact Centre Executive at the Joint Operations Centre (JOC), you will be part of the team that manages customer feedback to ensure service excellence. Your main roles and responsibilities will include the following:

What The Role Is

As a Contact Centre Executive / Senior Contact Centre Executive at the Joint Operations Centre (JOC), you will be part of the team that manages customer feedback to ensure service excellence. Your main roles and responsibilities will include the following:

What You Will Be Working On

• Handle feedback received through public communication channels such as telephone calls, emails, mobile apps, website, and live chats. Work includes case creations and updates, first call resolutions whenever possible and case routing.
• Manage drop calls by contacting callers to receive feedback
• Prompt escalation of feedback based on pre-defined guidelines
• Record and deployment of Interactive Voice Recording (IVR) messages during high call volume especially during major incidents
• Ensure that the contact centre service level is met, working together with other colleagues as necessary

What We Are Looking For

• Diploma in Business, Communications, Information Management or equivalent, or with experience in a Contact Centre environment
• Applicant must be comfortable to work in a Contact Centre environment
• Able to report back to Contact Centre in a short notice during incidents or crisis
• A team player with a positive service mindset and good communication skills
• Basic literacy in computer, including Microsoft Office applications and is comfortable to leverage computer tools and platforms to engage customers’ e.g. live chat
• Possess initiative and can work under pressure in a fast-paced environment
• Able to work independently and multitask

Office Location

Environment Building