ICT CUSTOMER SUPPORT OFFICER

Job Summary:

The Call Center cum ICT Officer is responsible for managing both customer service operations and the technological infrastructure that supports the call center. The role involves handling customer inquiries and escalations, while also ensuring the seamless operation of telecommunication systems, CRM software, and other ICT-related tools. This dual role requires a combination of customer service expertise and ICT proficiency to maintain efficient call center operations and deliver excellent customer service.

Key Responsibilities:

Customer Service Responsibilities:

Inbound & Outbound Call Handling:

• Answer inbound customer calls and respond to inquiries, resolve issues, and provide information on products/services.
• Handle outboud for follow-ups, surveys, or marketing campaigns as needed.

Customer Issue Resolution:

• Provide prompt, professional, and accurate responses to customer complaints and issues.
• Escalate complex problems to relevant departments or supervisors while ensuring follow-up and resolution.

Service Quality Assurance:

• Monitor and ensure high-quality customer interactions, ensuring adherence to call scripts, policies, and procedures.
• Maintain records of customer interactions, transactions, and feedback using call center software.

Team Support & Collaboration:

• Collaborate with other callcenter agents and departments to ensure smooth operations and seamless customer service.
• Assist in training new agents in call center procedures, ICT systems, and customer service protocols.

ICT Responsibilities:

System Maintenance & Support:

• Manage and maintain the call center’s telecommunication systems and CRM software.
• Troubleshoot technical issues with telephony, CRM, and other call center systems to ensure continuous operations.

Technical Troubleshooting:

• Provide ICT support for both software and hardware issues within the call center.
• Resolve or escalate ICT problems, ensuring minimal disruption to customer service operations.

Telecommunication System Management:

• Ensure proper call routing and system performance monitoring, taking action to optimize call center workflow.
• Configure and manage user accounts, system permissions, and call handling setups.

Reporting & Documentation:

• Maintain comprehensive documentation on ICT systems, call center procedures, and performance metrics.
• Generate regular reports on call center productivity, ICT system performance, and incident handling.

ICT Security & Compliance:

• Ensure the security of the call center’s data and IT infrastructure by following ICT best practices.
• Ensure compliance with data protection laws and call center security standards.

Qualifications & Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
• Proven experience in both customer service and ICT support roles, with call center experience being a strong advantage
• Strong technical skills in managing telecommunication systems and CRM software.
• Familiarity with troubleshooting network, system, and software issues.
• Excellent verbal and written communication skills, with the ability to provide clear and concise instructions to customers and team members.
• Ability to multitask and manage time effectively in a fast-paced environment.

Requirements:

• Strong problem-solving and decision-making abilities.
• Customer-focused mindset with the ability to maintain professionalism under pressure.
• Ability to work independently and as part of a team, with a willingness to take on multiple roles and responsibilities.
• Strong organizational skills and attention to detail.
• Able to converse well in English & Mandarin.
• Able to work on weekends and public holidays.