Job Description

About Certis We are a leading security services organisation. We put technology to work in making the world a safer place. Our mission is that as trusted partners, we protect lives and assets, and deliver integrated critical services. By empowering About Certis We are a leading security services organisation. We put technology to work in making the world a safer place. Our mission is that as trusted partners, we protect lives and assets, and deliver integrated critical services. By empowering our people, our goal is to enable our communities to stay safe and thriving. We offer a broad range of opportunities and career pathways for our people to grow and explore their potential. We believe that people, equipped with innovative thinking and technological capabilities will make the world safer, smarter and better. Life at Certis If you are a passionate individual looking for opportunities to expand your skills, and purposeful work instead of just a 'job', we would love to hear from you. At Certis, no two days look alike. Our work calendars are filled with chances to collaborate with others, and bring new initiatives to life. Whether you're looking to improve a process, or have an innovative idea awaiting a technology solve, we want you to bring your ideas to the table. We are a close-knit team that looks out for each other, works hard to get the job done, and encourages each other to grow - the perfect place for you to grow your career! Duties & Responsibilities . Perform inbound calls and responding to emails according to prescribed procedures . Provide accurate and timely information on products and services . Manage and resolve customer enquiries and complaints within required service level agreements . Identify and escalate issues to supervisors or respective internal departments . Ensure customer's issues are resolved, follow up on customer calls and emails where necessary . Understand both internal and external customers, anticipating customer needs and giving a high priority to customer satisfaction and service excellence . Log all calls and emails information according to standard operating procedures (E.g. CRM, mailbox maintenance & reports) . Deliver and meet quality standards based on audit criteria . Other duties as assigned Skills & Experience . Candidate must possess at least 'O' level/ Higher Nitec . At least 1 year of Call Centre experience or 2 years of Customer Service experience . Empathetic and customer-oriented, passion for service excellence with a strong focus for resolving customer issues . Positive attitude and possess a calm nature . Strong multitasking and time management . Excellent communication and interpersonal skills with good command over the English language and a Second language . Competent in navigating computer applications, emails, MS Excel, MS Words Recognition & Reward What you can expect from us: . Work on projects for world-class security projects renowned for their safety, reliability and efficiency . Commitment to your ongoing development, including on-the-job opportunities, formal programs and assistance with further education . Community volunteering opportunities . A competitive remuneration package, featuring performance-based incentives and a medical insurance and dental allowance. Certis is committed to fostering an inclusive and diverse workforce culture, which is supported by our values. Our aim is to attract, develop and retain a truly diverse and high-performing workforce.