[PUB-JOD] Contact Centre Executive (PUBONE), 9-months contract

[What the role is]

As a Contact Centre Executive / Senior Contact Centre Executive at the Joint Operations Centre (JOC), you will be part of the team that manages customer feedback to ensure service excellence. Your main roles and responsibilities will include the following:

[What you will be working on]

• Handle feedback received through public communication channels such as telephone calls, emails, mobile apps, website, and live chats. Work includes case creations and updates, first call resolutions whenever possible and case routing.
• Manage drop calls by contacting callers to receive feedback
• Prompt escalation of feedback based on pre-defined guidelines
• Record and deployment of Interactive Voice Recording (IVR) messages during high call volume especially during major incidents
• Ensure that the contact centre service level is met, working together with other colleagues as necessary

[What we are looking for]

• Diploma in Business, Communications, Information Management or equivalent, or with experience in a Contact Centre environment
• Applicant must be comfortable to work in a Contact Centre environment
• Able to report back to Contact Centre in a short notice during incidents or crisis
• A team player with a positive service mindset and good communication skills
• Basic literacy in computer, including Microsoft Office applications and is comfortable to leverage computer tools and platforms to engage customers’ e.g. live chat
• Possess initiative and can work under pressure in a fast-paced environment
• Able to work independently and multitask

Office Location : Environment Building