Customer Service Associate (DSC/ET/12213)

Date: 11 Oct 2023

Location: Singapore, SG

Company: ST Engineering Group

Position Title: Inbound Customer Service Associate

1 Year Contract

Working Location: Depot Road

Working Hours: Mon-Fri: 8.00am – 5.30pm/8.30am-6pm

Roles and Responsibilities

• Receive queries and requests from phone calls and emails
• Communicate with customers through these channels professionally and within the required service level agreements in a fast-paced environment
• Provide accurate, personalised and anticipatory service with complete resolution
• Take necessary action to provide first call resolution within the required response time
• Ensure customer’s issues are resolved, follow up with customers via call and email where necessary
• Log all details of engagements with customers, accurately and legibly in the system in a timely manner, and to track these cases till closure 
• Work as a team to ensure that the contact centre service level is met
• Handle any other administrative functions as assigned by Team Leads / Manager
• To attend briefings/trainings conducted by Team lead / clients or Managers

Requirements

• Diploma and above
• Candidate with prior experience in customer service preferred
• Good command of English (written and spoken)
• Highly disciplined and meticulous
• Analytical with good problem-solving skills
• Organised, Self-motivated, Positive attitude and Result-oriented
• IT savvy with good working knowledge of Microsoft Office
• Strong phone and verbal communication skills along with active listening.
• Empathetic and customer-oriented, with a passion for service excellence
• Ability to multitask (e.g.: logging cases, checking Knowledge Base to retrieve information while on the call with customer)