Job Description
Job Highlights
Job Description
Job Description
You will be providing high quality service to all customer levels through effective communications, value-adding interaction and efficient issue resolution to Geneco - an electricity retailer serving the open electricity market (OEM) in Singapore.
Key responsibilities
Contact Centre
- Provide support and solution to customer via calls and emails
- Record all enquiries and relevant information and data in the case management system
- Respond promptly to customer request for service and assistance
- Manage SLAs for acknowledgement and resolutions of customer queries/ complaints
- Communicate and coordinate with other teams and partners, to meet the requisite SLAs
- Ensure un-resolvable/ key issues are escalated to the relevant stakeholders at the right time
- Attempt to handle first contact resolution
- Work in conjunction with the team and management to meet performance goals
- Identify the service gaps and gather customer feedback for improvement plan
- Flexibly adhering to defined procedures, standards, and performance expectations
- Assist with duties assigned by the company
Job Requirements
- Diploma or equivalent and/or 1-2 years of contact centre experience preferred
- Excellent communication and documentation skills
- General technical knowledge and hands-on experience with various OS platforms (e.g. MS Windows, Mac OS X)
- Self-starter, with a track record of dependability and honouring commitments
SG
