Senior Customer Care & Feedback Specialist

PUB Public Utilities Board - SGP; Singapore; Sur place; SGD 42 000 - 62 000; Plein temps

Résumé du poste

PUB Public Utilities Board - SGP is seeking a Contact Centre Executive / Senior Executive to manage customer feedback and ensure service excellence from the Joint Operations Centre (JOC).

Responsibilities include handling multi-channel inquiries, creating and updating cases, aiming for first call resolution, and routing issues appropriately while maintaining service levels during incidents.

Qualifications

• Diploma or equivalent in Business, Communications, Information Management or related field.
• Comfortable working in a Contact Centre environment.
• Ability to report back to Contact Centre during incidents or crises on short notice.
• Strong communication and teamwork skills with a service mindset.
• Proficient with basic computer tools including Microsoft Office and chat platforms.
• Able to work under pressure, multitask, and work independently.

Responsabilités

• Handle feedback received through channels such as telephone, email, apps, website and live chat.
• Create and update cases, aim for first call resolution and route cases as needed.
• Manage drop calls by contacting callers to obtain feedback.
• Escalate feedback promptly based on predefined guidelines.
• Record and deploy IVR messages during high call volume or major incidents.
• Ensure contact centre service levels are met in collaboration with colleagues.

Connaissances

Communication skills

Team player

Microsoft Office

Live chat familiarity

Formation

Diploma in Business/Communications/Information Management or equivalent

Outils

IVR systems

CRM tools

Description du poste

PUB Public Utilities Board - SGP is seeking a Contact Centre Executive / Senior Executive to manage customer feedback and ensure service excellence from the Joint Operations Centre (JOC).

Responsibilities include handling multi-channel inquiries, creating and updating cases, aiming for first call resolution, and routing issues appropriately while maintaining service levels during incidents.