Customer Services Agent

Our client, a leader in geotechnical monitoring solutions, committed to delivering exceptional service to their clients and distributors is looking for Call Centre Operators for their Geotechnical Monitoring Centre to provide first-line technical support by handling enquiries from clients and distributors through multiple communication channels. This role ensures the efficient logging, tracking, and escalation of service requests while maintaining high levels of professionalism and responsiveness.

Key Responsibilities
• Answer and manage inbound calls, emails, WhatsApp, and WeChat messages.
• Communicate professionally to gather critical information using a structured checklist.
• Log service tickets accurately on the system and escalate issues based on service levels.
• Immediately contact the support technician and transfer tickets as needed.
• Monitor ticket progress and update clients on resolution status.
• Escalate unresolved issues to senior technicians or designated personnel.
• Provide detailed shift handovers to ensure continuity in ticket resolution.
• Monitor system statuses and report anomalies as directed.
• Offer short-term relief support to the geotechnical practitioner.

Requirements
• At least 5 years previous call centre or technical support experience preferred.
• Strong communication and problem-solving skills.
• Ability to work rotational shifts, including after-hours.
• Excellent organisational skills and attention to detail.

Why Join Them?
Work in a professional and structured environment.
Gain valuable industry experience in mining and geotechnical monitoring.
Be part of a growing and innovative team.