Senior Customer Experience & Contact Centre Executive

NLB; Singapore; Vor Ort; SGD 30.000 - 52.000; Vollzeit

Zusammenfassung

PUB, The National Water Agency, invites applications for a Contact Centre Executive/Senior Executive at the Joint Operations Centre in Singapore. You will manage customer feedback across calls, emails, live chat, and apps, performing case creation, updates, and first-call resolutions where possible.

You will work in a fast-paced team, maintain service levels, escalate as needed, and support IVR deployment during high-volume periods. A Diploma in Business/Communications or equivalent is required.

Qualifikationen

• Diploma in Business/Communications/Information Management or equivalent is required.
• Comfortable working in a Contact Centre environment and able to report during incidents.
• Good communication skills and a positive service mindset with a team approach.
• Ability to work under pressure in a fast-paced environment and multitask.
• Basic computer literacy including Microsoft Office and live chat tools.

Aufgaben

• Handle feedback via calls, emails, apps, website and live chat; create and update cases and route as needed.
• Manage dropped calls by contacting callers to obtain feedback.
• Escalate feedback promptly according to predefined guidelines.
• Record and deploy IVR messages during high call volume and major incidents.
• Help ensure contact centre service levels are met in collaboration with colleagues.

Kenntnisse

Communication skills

Teamwork

Multitasking

Ausbildung

Diploma in Business/Communications/Information Management or equivalent

Tools

MS Office

Jobbeschreibung

PUB, The National Water Agency, invites applications for a Contact Centre Executive/Senior Executive at the Joint Operations Centre in Singapore. You will manage customer feedback across calls, emails, live chat, and apps, performing case creation, updates, and first-call resolutions where possible.

You will work in a fast-paced team, maintain service levels, escalate as needed, and support IVR deployment during high-volume periods. A Diploma in Business/Communications or equivalent is required.