Customer Service Officer (Call Center)

About the role

Overview of the Role Front line customer service role to provide Level-1 support to manage incoming interactions/transactions (calls, emails & Live Chats [if applicable]), and provide delightful customer experience, aligning to Service Level targets and company goals. Key Accountabilities Achievement of a good Balanced Score Card Achievement of Compliments and maintenance of good customer satisfaction ratings. Job Responsibilities & Duties Attend and respond to incoming Calls, Emails and Call-Back requests, Live Chats (if applicable to the supported Project), within Service Levels and to deliver pleasant Customer Experiences Logged all calls reported into the case management system Follow-up on all outstanding cases till closure Maintains and accurately update customer's enquiry, problem and resolution into the case management system The following would depend on the experience of the candidate and on need basis: Generates management reports Provides assistance and guidance to junior colleagues Perform other duties as assigned Key Job Competencies Customer Focus Learning Ability Results Oriented Continuous Improvement Education Requirements Diploma in IT or Business or related discipline Working Experience Requirements Minimum 1 year of Contact Centre/ Helpdesk/ Service Desk experience Customer service / Soft skills Effective communication skills (spoken & written) Ability to multi-task e.g. on the call and keying into the ticketing system at the same time. We operate on a leveraging shared model where CSOs/Agents support more than 1 project. Keen to learn and understand policies, procedures, application/eService usage and/or transaction behaviour support in Contact Centre via phone, email, online and digital platform. Tech savviness candidates are preferred as we deal with usage guidance and simple troubleshooting. Willing to work 24/7 shift Skills Required Must-have skills Effective Communication skills Preferable skills Experience in the Contact Centre/Helpdesk/Service Desk environment

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