REQUIREMENTS

• Minimum O Level qualification.
• Prior inbound & outbound call experience preferred.
• Has a basic IT support background
• Strong problem-solving and communication skills.
• Ability to remain calm and professional under pressure.
• Willingness to work on rotating shifts, weekends, and public holidays.

ABOUT THE ROLE

We are seeking a dedicated and resilient Customer Service Agent to join our team. This role involves handling inbound and outbound calls, emails, and chatbot responses for a public-facing hotline. The ideal candidate will have strong communication skills, thrive under pressure, and deliver excellent first-call resolution to customers.

KEY RESPONSIBILITIES

• Provide first call resolution to users who called into our hotline which is public facing, advising on issues
• Handle inbound calls from the public, providing accurate and timely assistance.
• Resolve issues on the first call whenever possible, or escalate as necessary.
• Liaise with internal support and product teams for issue resolution.
• Perform outbound calls to users requesting callbacks.
• Respond to assigned emails and manage chatbot queries.
• Document, track, and follow up on all cases according to procedures.