Contact Centre Executive (PUBONE) - 9-Month Contract

About the role

The Joint Operations Centre (JOC) is looking for a Contact Centre Executive or Senior Contact Centre Executive on a 9-month contract. You will join the team that manages customer feedback to ensure service excellence. The office is located at Environment Building.

Key responsibilities

• Handle feedback received through public channels such as telephone calls, emails, mobile apps, the website and live chats, including case creation and updates, first-call resolution where possible and case routing.
• Manage drop calls by contacting callers to receive their feedback.
• Promptly escalate feedback according to pre-defined guidelines.
• Record and deploy Interactive Voice Recording (IVR) messages during high call volume, especially during major incidents.
• Ensure the contact centre service level is met, working with colleagues as needed.

Required profile

• Diploma in Business, Communications, Information Management or equivalent, or experience in a contact centre environment.
• Comfortable working in a contact centre setting and able to report back to the contact centre quickly during incidents or crises.
• Team player with a positive service mindset and good communication skills.
• Able to work independently, multitask and handle pressure in a fast-paced environment.

Required skills

• Basic computer literacy, including Microsoft Office applications.
• Ability to use digital tools and platforms to engage customers, such as live chat.