Job Scope:

• 1st level helpdesk to respond to calls
• Provide first call resolution to users who called into the hotline which is public facing, advising on issues
• Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner.
• Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Primary responsibilities are focused on customer contact
• Perform outbound calls to users who leave callback
• Handle emails as assigned by team leader
• Handle responses via the Chatbot

Job Qualifications:

• At least a GCE O level education or its equivalent and with at least 1-2 year experience in the contact center or customer service-related industry
• Able to take stress of answering calls from members of public
• Good communication verbal and written skills
• Customer-centric focused
• Experienced with case management
• Ability to work efficiently and effectively independently
• Must be comfortable performing shift work and/or weekends on rotating schedule

Bernice Mae Nocum Rallonza EA License No.: 02C3423 Personnel Registration No.: R1442141

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