Job Scope:
- First level helpdesk to respond to calls
- Provide first call resolution to users who called into the hotline which is public facing, advising on issues or assisting on help needed
- 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 written responses via the Chatbot/ Virtual Assistant
Job Qualifications:
- At least a GCE O level education or its equivalent and with at least 1 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
- Able to work shift and weekends when necessary
Bernice Mae Nocum Rallonza EA License No. 02C3423 Personnel Registration No. R1442141
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