As a Contact Centre Executive / Senior Contact Centre Executive on shift 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:
Shift Contact Centre Executive (PUBOne) / Joint Operations Department (9-month)
PUB, The National Water Agency
Contract
Closing in 4 day(s)
What the role is
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 and able to work shift, including on weekends and public holidays
• 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
About PUB, The National Water Agency
PUB is an organisation that is recognised internationally for good water management. PUB won the 2007 Stockholm Industry Water Award and was named Water Agency of the Year 2006 in the international Global Water Awards. In 2008, PUB was awarded the Singapore Quality Award for business excellence. NEWater, Singapore's high-quality reclaimed water, also clinched the 'Environmental Contribution of the Year' at the Global Water Awards 2008. At PUB, the national water agency, you will enjoy opportunities to build a clear future for the water industry.
About your application process
This job is closing in 4 day(s).
If you do not hear from us within 4 weeks of the job ad closing date, we seek your understanding that it is likely that we are not moving forward with your application for this role. We thank you for your interest and would like to assure you that this does not affect your other job applications with the Public Service. We encourage you to explore and apply for other roles within PUB, The National Water Agency or the wider Public Service.