Careers

• Perform outbound calls to ensure timely resolution of customer queries and follow-up with customers via email if necessary.
• Handle daily case management, ensuring cases are resolved in accordance with SLA requirements.
• Possess in-depth knowledge of SimplyGo products and services to provide accurate and effective responses to customer inquiries.
• Maintain accurate and detailed case documentation in the CRM, including internal and external communications.
• Ensure appropriate routing of cases to relevant teams for further investigation, if required.
• Monitor customer feedback and escalate any trends or spikes in concerns to the CS Senior Manager.
• Track and update case backlog statistics for senior management, highlighting potential performance risks.
• Assist the CS Senior Manager in providing critical data for service improvement projects and ad-hoc analysis.
• Ensure timely resolution of escalated cases, involving external parties such as MAS, MOT, LTA, SPF, and Media.
• Support the development of training materials to ensure customer service agents are well-equipped with comprehensive product knowledge.
• Adhere to the Personal Data Protection Act (PDPA) and confidentiality standards when handling customer data and case documentation in CRM.
• Any added responsibility related to Customer Service Support.

• Recognized Diploma or equivalent qualification in any discipline.
• Minimum of 1 year of experience in customer service or related fields.
• Strong interpersonal and communication skills, with the ability to engage effectively with customers and colleagues.
• Analytical mindset with strong problem-solving skills and the ability to think critically.
• Ability to work both independently and as part of a collaborative team.
• Proactive and self-motivated, with a positive attitude towards challenges and continuous improvement.

• Work in the Agile team and work closely with Product Owners, Business Analysts and other team members to achieve common goals.
• Develop/maintain functionalities to support EZ-Link’s Transit and Payment eco-system and legacy applications.
• Participate in activities such as design, tasks estimation, development, unit testing, releases and production support.
• Improve code quality and perform code reviews.
• Develop/maintain automated unit test scripts, perform unit testing and validation of requirements with BA/users/stakeholders.
• Perform investigation/troubleshooting of issues raised on mobile application/microservices/applications.
• Keep up-to-date with new technologies, explore and experiment technologies that will help to improve technical efficiencies.
• Provide training to end users and documentation to support knowledge transfer.
• Develop Proof-of-Concept for new ideation or initiatives.
• Identify areas of improvement, improve development efficiency and application quality.
• Conduct and lead code review session.

Requirements

• Preferably with a Degree in Computer Science/Information Systems or relevant field.
• Preferably more than 3 years of software development experience.
• Have knowledge/experience in Agile Methodology.
• Proficient in Kotlin, or Java.
• Proficient in Spring Boot framework, and native SQL.
• Experience in Azure SQL, Redis and Oracle will be an advantage.
• Experience with Sonar Qube, Docker containers, Orchestration tools, Elastic Search & Kibana (ELK), Grafana, Jira and Confluence will be an advantage.
• Experience or possess knowledge in Payments domain (eg. QR, payment flow), secured API/Web Service, OAuth security framework and JWE/JWS will be an advantage.
• Well organized, good interpersonal, multi-tasking and communication skills

• Seniority Level - Executive
• Skills
• Spring Boot
• Vue.js
• Kotlin
• Elasticsearch
• Unit Testing
• Docker Products
• Java
• JavaScript
• Agile Methodologies
• React.js
• Software Development

·       Attend to enquiries, primarily incoming calls through the hotline or other channels such as email

·       Understand customer’s needs and provide quick, accurate and satisfactory answers to their queries

·       Type of calls consist of and not limiting to:

o   Concession related matters (i.e lost of card/replacement procedure/extension issues/application issues)

o   Filing of claims for customer (i.e over-deduction/failure to exit/double deduction)

o   Point to point enquiries from customer

o   SimplyGo related issues (i.e Simple Technical issue, investigation of mismatch fare)

o   Perform out bound calls to customers who leave callback

·       Ensure proper recording of conversation with customer in the call centre system

·       Meet/exceed all individual and team Key Performance Indicators (KPI) set by the management (50 inbound calls, handling time on call, QA team for service standard)

·       Maintain a positive and helpful approach in interactions with all customers

·       Able to work during weekends and perform OT when necessary

Other adhoc duties as assigned by Team Leaders or Supervisors

·       Have previous experience in call centre is highly preferred or customer service experience

·       A team player with good interpersonal and communications skills

·       Self-motivated and able to work independently with minimal supervision