Customer Service Officer (12 hrs shift work)

12 hours shift work, 5 days work week (Mon to Sun) at Commonwealth's office Job Summary Provide frontline helpdesk support by troubleshooting issues, managing tickets, coordinating resolutions, and monitoring security alerts while ensuring timely customer updates in a shift environment Responsibilities • Serve as the first point of contact for customer enquiries via phone and email • Guide customers to articulate issues clearly and perform initial troubleshooting • Log incidents accurately and create support tickets in the system • Arrange follow-ups or site appointments with customers where necessary • Monitor and track outstanding tickets to ensure timely closure • Maintain detailed records of incidents, actions taken, and resolutions • Ensure adherence to operational procedures and service standards • Support any other ad-hoc tasks assigned Requirements • Diploma in any discipline • Prior experience in Customer Service, Helpdesk, or Call Centre preferred • Strong communication and problem-solving skills • Able to work in a fast-paced, high-pressure environment • Willing to perform shift work