Service Desk Analyst

NIPPON RESOURCES PTE. LTD.; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading resource company in Singapore is seeking a Customer Support Specialist. This role involves answering customer inquiries, managing calls, and logging interactions. Ideal candidates will have a diploma or degree, excellent communication skills, and a strong customer focus. Join our team to thrive in a fast-paced environment.

Qualifications

• Ability to communicate at all levels, both technically and non-technically.
• Strong customer focus with prior experience in a customer service role.
• Desire to work in a rapidly changing environment.

Responsibilities

• Answer contacts promptly and professionally.
• Log/Validate all contacts in the Call Handling Database.
• Manage end to end all calls logged, providing updates to customers.

Skills

Customer focus

Excellent communication skills

Time management

Interpersonal skills

Analytical skills

Education

Diploma / Bachelor's degree in a relevant field

Job description

Essential Job Functions

• Answer contacts promptly and professionally
• Log/Validate all contacts Call Handling Database
• Resolve a high percentage of customer problems using the relevant tools and systems
• Manage end to end all calls logged, providing regular updates to customers on call status
• Complete follow-on actions as appropriate
• Invoke Escalation Procedures within defined time frames
• Adhere to account Policies & Procedures
• Work to achieve individual and team goals
• Protect Confidential and sensitive information and materials
• Observe strict compliance to licensing, copyright and trademark legislation
• Accomplish other duties as required

Basic Qualifications

• Diploma / Bachelor\'s degree in a relevant field or equivalent combination of education and experience
• Ability to communicate at all levels, both technically and non-technically
• Basic L1 desktop/network support activities
• Professional & confident
• Good time management skills
• Excellent communication (written and oral) and listening skills
• Ability to perform well as part of a team under direct supervision
• Strong customer focus with prior experience in a customer service role
• Strong interpersonal skills
• Analytical and diagnostic skills
• Desire to work in a rapidly changing environment
• Demonstrated ability to prioritize tasks and work under pressure
• Demonstrated ability to actively participate and work within a team
• Demonstrate ability to appropriately deal with difficult clients and situations with the ability to negotiate mutually satisfactory outcomes
• Adherence to 24 X 7 roster