Customer Support Lead - TraceTogether

Business Edge Personnel Services Pte Ltd| Date Posted: 22-May-2020
EA Licence No: 96C4864|EA Personal Registration No: 199606466D
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Job Nature:
Contract, Temporary
Position Level:
Diploma, Bachelor's / Honours

Job Description

Customer Support Lead – TraceTogether

Contract duration:    May 2020 – Dec 2020

Working location:    Fusionopolis

Working Pattern:   Full Time (42 hours / week)

Job Scope:

  • Leading a customer support team of 8-10 staff responding to support tickets and reviews. This includes answering queries from the public and helping them in troubleshooting common technical issues. You may need to manage the team from home depending on the development of COVID-19 situation.
  • Creating and updating FAQs, standard responses, and communication with the public
  • Working with stakeholders to develop responses on uncharted issues raised by the public 
  • Building standard templates and knowledge-base to enable staff to respond to enquiries efficiently and effectively
  • Identifying critical feedback for escalation or cross agency referral
  • Refining operation processes to maximize productivity of support resources
  • Reviewing responses made for training and improving support quality
  • Coaching and enforcing relevant customer service standards
  • Collating feedback and statistics across different channels to advise product design/engineering on improvements and new features for roadmap planning

Required Work Experience:

  • Organised and able to keep up to speed with a steady flow of new information
  • Proactive in communicating problems and needs
  • Strong in coaching and leadership skills with ability to motivate staff
  • Independant and pays attention to detail
  • Empathetic, analytical and have outstanding communication/interpersonal skills

Required Skills:

  • Proficiency with ticketing automation tools (e.g. Zendesk)
  • Proficiency with MS Office

Min Education Qualification:  Diploma / Degree



Company Overview
Business Edge Personnel Services Pte Ltd