Customer Relations Officer (Call Centre External)

• Attend to enquiries, primarily incoming calls through the hotline or other channels such as email
• Understand customers needs and provide quick, accurate and satisfactory answers to their queries
• Type of calls consist and not limiting to
• Concession related matters (i.e lost of card/replacement procedure/extension issues/application issues)
• Filing of claims for customer (i.e over-deduction/failure to exit/double deduction)
• Point to point enquiries from customer
• SimplyGo related issues (i.e Simple Technical issue, investigation of mismatch fare)
• Perform out bound calls to customers who leave callback
• Ensure proper recording of conversation with customer in the call centre system
• Meet/exceed all individual and team key performance indicators (KPI) set by the management
• Maintain a positive and helpful approach in interactions with all customers
• Able to work during weekend and perform OT when necessary
• Other ad hoc duties as assigned by Team Leaders or Supervisors

• Have previous experience in call centre is highly preferred or customer service experience
• A team player with good interpersonal and communications skills
• Self-motivated and able to work independently with minimal supervision

• Working hours: Shift work, required to work on weekends, 8.00am 5.30pm / 8.30am 6.00pm, off on PH

People Profilers