Customer Service Officer

The Customer Service Officer will be working for the Contact Center project. You will be responsible for handling a diverse range of enquiries from members of public via email, call and live chat. You will endeavour to provide a high level of service to MOPs, supported by the Team Leaders and Supervisor, as well as Points of Contact (POCs). A team player and a champion for customer happiness, you will go the extra mile to delight MOPs with insightful and accurate answers.

ROLES AND RESPONSIBILITIES

• Attend to enquiries, feedback & complaints via email, call and live chat.

• Resolve MOP’s queries efficiently and within stipulated datelines

• Liaise with external stakeholders with regards to enquiries and feedback

• Escalate issues to the relevant internal line units and see to their resolution

• Practice the no wrong door policy and warm transfer MOPs to the correct government agency

• Participate in daily systems testing to ensure a high level of systems uptime

• Any other ad-hoc duties as assigned by your Supervisor and Team leader

REQUIREMENTS

· At least A Level/ Diploma holder

· Experience in Customer Service/Call Centre will be an added advantage

· Excellent verbal and written communication skills and troubleshooting and problem-solving skills to resolve complex issues with little or no supervision

· Independent, reliable and responsible

· Adaptable and fast learners

· Comfortable with accessing and checking various IT Systems.