Customer Service Officer

Responsibilities - The successful candidate will be responsible for: * 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 * Follow-up on all outstanding incidents/cases * Logged all calls reported into the case management system. * Maintains and accurately update customer’s enquiry, problem, and resolution into the case management system. Depending on the candidate’s experience and operational needs, the role may also include: * Generates management reports. * Providing assistance and guidance to junior colleagues. * Perform other duties as assigned Minimum Qualification: * Diploma in IT or Business or related discipline Experience required: * Minimum 1 year of Contact Centre/Helpdesk/Service Desk experience * Customer Service / Soft Skills * Effective communication skills (spoken and 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. Working hours Training period – approximately the first 3 months: Monday to Friday: 9am to 6pm Saturday: 9am to 1pm 5.5 working days per week, including alternate Saturdays and the 5th Saturday of the month. After training – 24/7 rotating shift arrangement: Eight-day cycle comprising: - 2-morning shifts: 7:30 am to 3:30 pm - 2-afternoon shifts: 3pm to 11pm - 2-night shifts: 10:45 pm to 7:45 am - 2 rest days The arrangement will include shadowing a Senior Agent during the transition period.