Junior Customer Service Executive (Call Center) - #1132500

Junior Customer Service Executive (Call Center)

• Work location: Paya Lebar x2

Responsibilities

• Receive and handle inbound calls via Microsoft Teams Calling

• Answer calls within agreed service targets and follow approved call scripts and customer interaction guidelines.

• Logging all calls, emails, and agreed contact channels into SDP as Incidents or Service Requests.

• Assign, escalate, or route tickets to Field Engineers or dispatch coordination teams (where applicable)

• Update ticket status, work notes, and communication logs in real time.

• Communicate progress and resolution updates to stakeholders via SDP notifications.

• Obtain confirmation from the requester prior to ticket closure.

• Ensure all tickets are resolved or escalated in accordance with agreed SLAs and workflows.

• Accurate data entry to support Clobba Real Time & Queue Reporting.

• Compliance with call monitoring, quality assurance, and (if enabled) voice recording policies.

• Participation in quality reviews, coaching sessions, and performance assessments.

• Any adhoc duties as assigned by Team Lead from time to time.

Requirements

• Minimum GCE ‘N’ Level / ITE NITEC qualification or equivalent qualification.

• 1 year of relevant experience in a call center, helpdesk, or IT service desk environment preferred.

• Proficient in Microsoft Office Suite, with advanced skills in Excel (VLOOKUP, Pivot Tables, and reporting functions).

• Excellent communication skills

• Strong customer service orientation with the ability to manage challenging situations professionally.

• Detail-oriented, well-organized, and able to work independently as well as collaboratively within a team.