Incident Management Agent (Customer Service) | Contract

Location Singapore
Discipline Banking & Finance
Job Reference BBBH113123_1653974938
Salary S$2300 - S$2700 per month + bonus
Consultant Name Carolyn Ann Santibanez Mendoza
Consultant Email
Consultant Contact No. 65515316
EA License No. 02C3423
Consultant Registration No. R1105160

The Incident Management Agent requires the ability to act as the point of contact for the company's Financial customers with Incident Management Services; Accountable for continuously receiving and handling high volumes of customer calls. Responsibilities include but not limited to:

  • Responsible for service requests from customer and ensure timely and satisfactory resolution of problems; Generates daily and weekly incident reports; Review's incident history to determine recurring faults
  • Monitor ATM networks for ATM monitoring customers
  • Determine priority based on problem information and documented guidelines; Provide accurate and creative solutions to user problems of moderate nature to maximize user productivity; Use tools to remotely access customer equipment to diagnose and resolve customer problem
  • Record information into the HDS (Help Desk Solution) system; Document, verify and make appropriate corrections to the incident record and customer profile ensure thorough documentation of problem description and all subsequent activity; Updates work orders and provides status information
  • Escalate customer problems both internally and externally, when required, according to defined escalation paths
  • Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
  • Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards
  • Allocates engineer appointment times for jobs requiring multiple resources on-site; Assigns and distributes workload to Customer Engineer's to meet Service Level Agreement's (SLAs) across broader areas
  • Acquire and maintain current knowledge of relevant product offerings and support policies; Assist in special product-related issues as needed
  • Participate in team projects that enhance the quality or efficiency of help desk service; Guide team in effective planning
  • Position is responsible for overall IM system implementation and management
  • Analysis and implementation of Gasper Manager features to fulfill business requirements and improve service; Establish procedures for system maintenance, backup, testing, and daily operations; Database creation, maintenance, and integrity
  • Coordination of testing for new devices, dispatching procedures, etc., for certification before implementation in live environment; Coordinate's project start up activities
  • Contribute as a team member; participate in objective setting, performance management, reward and recognition programs; Write knowledge articles based on lessons learned in resolving customer issues; participate in special projects as assigned to continuously improve processes, tools, systems and organization


  • Certificate Diploma in any field
  • With at least more than 1 year experience in a contact center or deskbound customer service
  • Experience with a bank or armored car company in cash management, branch operations, or cash operations is a plus; Previous Exposure in ATM Cash & EOD Process is a plus
  • Understanding of ATM fault management and call management procedures is a plus
  • The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)
  • Basic PC/Microsoft Office skills and telephone skills
  • Self-driven to analyze with existing data & drive with team; Result oriented to deliver timely productivity; Ability to work under pressure in flexible working hours
  • Leadership skills, including ability to gain support and commitment from others and motivate others to action, ability to establish teams organized to accomplish goals, clarify priorities, roles, and responsibilities, and ability to convey a sense of urgency and drive issues to closure
  • Communication skills, including: Ability to effectively communicate to customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, adapts communications to the intended audience, ability to listen to understand and fosters open communications
  • Requires rotation in work hours involving weekend, holiday or extended hours'
  • Work schedule
    • 9:00am - 6:00pm (5 days work week), or
    • 8:00am - 8:00pm (4 days work week)

Carolyn Ann Santibanez Mendoza EA License No. 02C3423 Personnel Registration No. R1105160

Please note that your response to this advertisement and communications with us pursuant to this advertisement will constitute informed consent to the collection, use and/or disclosure of personal data by ManpowerGroup Singapore for the purpose of carrying out its business, in compliance with the relevant provisions of the Personal Data Protection Act 2012. To learn more about ManpowerGroup's Global Privacy Policy, please visit