At Seraya Energy, we believe in creating value for our customers to enable their business success. As a key player in Singapore’s electricity retail market, Seraya Energy offers a wide range of electricity packages that allow users to choose the electricity package that best meets their needs. Seraya Energy has been recognised as one of the fastest growing private retailer with the largest contestable market share since 2007 and is the Only Electricity Retailer in Singapore to be awarded Singapore Business Superbrands for 7 consecutive years since 2010.
Job Description
The main role is to provide pre and post-sales support to our customers in Singapore. To support contact center in calls, emails, walk in and social media handling. As part of this role, the incumbent is to perform billing operations task.
- Provide support and solution to all customer support channel
- Record all enquiries and relevant information and data in the case management system
- Respond promptly to customer request for service and assistance
- Manage SLAs for acknowledgement and resolutions of customer queries/ complaints
- Communicate and coordinate with other teams and partners, to meet the requisite SLAs
- Ensure un-resolvable/ key issues are escalated to the relevant stakeholders at the right time
- Attempt to handle first contact resolution
- Work in conjunction with the team and management to meet performance goals
- Identify the service gaps and gather customer feedback for improvement plan
- Flexibly adhering to defined procedures, standards, and performance expectations
- Provide support to billing operation by performing billing audit and checks.
- Assist with duties assigned by the management / company
Requirements
- Currently studying NITEC or Diploma in Service Management or Business
- Excellent communication and documentation skills
- General technical knowledge and hands-on experience with various OS platforms (e.g. MS Windows, Mac OS X)
- Self-starter, with a track record of dependability and honouring commitments
- Maintain a positive, empathetic and professional attitude toward customers
- Keen problem solver who connects with individuals during each customer interaction, leveraging empathy and understanding
- Develop strategy for development on self-support digital channels for customers and ensure they have the updated information at all times
- In-depth understanding of product offerings to the relevant level of detail
Important Info
Allowance: $600/month for NITEC, $800/month for Diploma
Duration: 3-6 months
Location: 450 Alexandra Road 119960
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