Job Description

What the role is:
As a Contact Centre Executive / Senior Contact Centre Executive on shift at the Joint Operations Centre (JOC), you will be part of the team that manages customer feedback to ensure service excellence. Your main roles and responsibilities will include the following:
What you will be working on:

• Handle feedback received through public communication channels such as telephone calls, emails, mobile apps, website, and live chats. Work includes case creations and updates, first call resolutions whenever possible and case routing. o Manage drop calls by contacting callers to receive feedback o Prompt escalation of feedback based on pre-defined guidelines o Record and deployment of Interactive Voice Recording (IVR) messages during high call volume especially during major incidents o Ensure that the contact centre service level is met, working together with other colleagues as necessary

What we are looking for:

• Diploma in Business, Communications, Information Management or equivalent, or with experience in a Contact Centre environment o Applicant must be comfortable to work in a Contact Centre environment and able to work shift, including on weekends and public holidays o Able to report back to Contact Centre in a short notice during incidents or crisis o A team player with a positive service mindset and good communication skills o Basic literacy in computer, including Microsoft Office applications and is comfortable to leverage computer tools and platforms to engage customers e.g. live chat o Possess initiative and can work under pressure in a fast-paced environment o Able to work independently and multitask Office Location : Environment Building

About PUB, The National Water Agency:
PUB is an organisation that is recognised internationally for good water management. PUB won the 2007 Stockholm Industry Water Award and was named Water Agency of the Year 2006 in the international Global Water Awards. In 2008, PUB was awarded the Singapore Quality Award for business excellence. NEWater, Singapore's high-quality reclaimed water, also clinched the 'Environmental Contribution of the Year' at the Global Water Awards 2008. At PUB, the national water agency, you will enjoy opportunities to build a clear future for the water industry.

Skills Required