Singapore Job Openings
SISTIC.com Pte Ltd
Customer Service and Operations Officer
CONTRACT
October 10, 2024
Singapore
1 year Experience
Reporting to the Operations Manager, the Customer Service & Operations Officer is responsible for ensuring the readiness of the call centre to support business operations. Key objectives include smooth daily operations of call centre as well as enhancing operational efficiency and customer experience. The successful candidate must be operationally hands-on, organized, highly motivated and able to work with a disciplined approach towards managing people and work.
Job Description
Call Centre Support
Job Description
Call Centre Support
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You are the face of the company and first point of contact for the customer.
Lead and supervise a group of customer service assistants to maintain service levels and achieve targets assigned
Monitor staff attendance and ensure Call Centre Service Levels are achieved
Conduct briefing for staff and update event information to ensure staff are updated of correct information to inform customers
Conduct website testing for events starting sales
Handle and follow up on open and escalated cases in a timely manner
Answering of multiple hotlines (including ticketing, helpdesk, corporate booking) and outbound calls for cancelled/ postponed shows
Monitor live chat for SISTIC Live stream events
Deliver an enjoyable and smooth experience for our customers via customer emails, live chat requests and social media enquiries
Handle escalated customer complaints
Provide feedback to further enhance existing processes to improve the customer experience
Other Administrative duties e.g.: endorse timesheet, follow ups on double bookings etc
Other ad-hoc duties assigned by your reporting supervisors
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Answering helpdesk calls from agents and staff
Manage brochure and ticket stock replenishment from agents
Troubleshoot and conduct authorised agent’s printer maintenance
Ticket fulfilment duties (ticket printing, delivery arrangement, follow ups on bounced mails)
Set up and perform venue ticket sales and collections
Perform the role of supervisor to ensure smooth operations at venue sales
Daily reconciliation of ticket sales
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1-2 years of events operations and customer service working experience will be a plus.
Diploma / Advance / Higher / Graduate Diploma
A team player, task oriented and possess good communication skills and customer service skills. Able to lead a team.
Independent while building relationships with colleagues and customers
Be adaptable, able to be mould to an ever-changing environment
Positive, possess a “Can Do” attitude and cheerful personality
Competent with Microsoft Office Suite of Applications
Have the proven ability to problem solve, both being able to think out of the box and implement innovative solutions to everyday problems
Able to perform rotating shift schedules including weekends and public holidays
Must be able to converse in fluent English
1 Year Contract
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