Executive, Business Intelligence (1 year contract)

KEY ROLES & RESPONSIBILITIES

• Handling of customer enquiries and/or feedback through both telephone and email

• Follow up with customer calls where necessary

• Identify and escalate urgent complaints

• Handling and responding to emails sent by the authority eg NEA

• Provide customers with product and service information

• Logging of all cases into CRM for record and audit purpose as per SOP

• Managing and resolving customer complaints to achieve customer satisfaction

• Liaise with relevant stakeholders eg Operations and/or Sales team to ensure prompt resolution to customers’ query or feedback

• Managing sensitive NEA cases surfaced from feedback and exercise escalation discretion

• Managing route extension request by Operations to NEA

• Preparation of mandatory NEA report (daily/monthly/yearly) submission

• Fulfill other duties as and when assigned by the management
  

KEY SKILLS, COMPETENCIES & BEHAVIOURS

• Possess a Diploma in any discipline or equivalent qualifications

• 2 years of working experiences preferably in a call centre or customer service role

• Possess good analytical and problem-solving skills

• Able to withstand work pressure and customers’ demands

• Customer orientated

• Able to work in a team and in a fast-paced environment

• Good listening skills

• Able to commit to rotational mid shift (11.30am to 8pm) and weekend/PH duty (8am to 2pm)