Job title: SOCC - Critical Ops Consultant
Job type: Contract
Emp type: Full-time
Industry: Consumer
Location: Sin Ming
Job published: 23-05-2024
Job ID: 32313

Job Description

Our client is a leading company for on-demand, multi-service tech platform providing access to a wide range of services in the Southeast Asia region.

Their principle of using technology to improve the lives of users, create more value for society, improving efficiency and productivity.

They are expanding in the region and looking to strengthen their position as the leading technology platform in Southeast Asia, by providing solutions for everyday challenges.

They are currently looking for Customer Service Representatives for their Command Centre in Singapore. You will be the frontline voice to their end users and responsible in managing of their critical cases that arise with the ecosystem.

Selected candidates will be trained on core product lines, systems, and processes with the ability to exercise judgement.

Would this be the next career for you?

   Expected to follow documented SOPs as guidelines.

  • Answer all open/escalated issues with urgency correspondence from customers, drivers, colleague's families, and friends, via call, email, or salesforce. (No in-person handling)
  • Proper usage of internal company tools.
  • All cases should be handled within the stipulated SLAs.
  • No compliance critical mistakes.
  • Cases should be recorded in the internal notes where the tickets are created.
  • Investigate, review, and complete all unresolved issues from all regulatory agencies and attorneys coming from all business lines.

   Work within your own team under general supervision with considerable attitude for initiative and independent judgement.

  • Work effectively within a highly matrixed environment.
  • Monitor and report potential risks such as outages or bugs, non-compliance (internal/external) or alleged violations.
  • Strictly follow individual team schedules.
  • Going beyond mere problem solving to identify root causes and work with team lead to make continuous improvements.
  • Perform any other job-related instructions, assigned by Team Lead or Supervisor.
  • Overtime will only be approved if this is decided by Team leaders
  • Other projects that will help agents to progress in their career.

If you are someone with the following, let’s chat!

  • A minimum 2 years’ experience as a Customer Support Specialist or similar CS role
  • Able to adapt to a fast-changing environment, and open to shift work
  • Good command of English (spoken and written)
  • Excellent communication and problem-solving skills
  • Background in handling escalated incidents a bonus
  • Flexibility to regularly rotate through different technical specialities and skill sets
  • Candidate should have excellent time management skills and can make decisions quickly
  • Multi-tasking abilities
  • Patience when handling tough cases
  • Proficient in Google Suite

Next Steps

Apply today or contact us to discuss this exciting opportunity.

Do note that we will only be in touch if your application is shortlisted.

Re Source Partners Pte Ltd | 202021170E | 20C0279

Dominick Noh Junhao | R1877368