Operations Monitoring Officer

Job Responsibilities • Monitor system alerts and identify possible service or compliance issues. • Contact customers promptly through phone calls and video calls to verify information and provide assistance. • Record all alerts, customer interactions, follow-up actions and case outcomes accurately in the designated system. • Escalate urgent, unresolved or non-compliance cases to the Team Manager in accordance with established procedures. • Follow approved communication scripts, Standard Operating Procedures and service timelines. • Prepare daily operational updates and support monthly reporting when required. • Coordinate with internal team members to ensure smooth handover of outstanding cases between shifts. • Maintain confidentiality of customer information and operational records. • Attend briefings, training, refresher courses and On-the-Job Training as required. Job Requirements • Minimum GCE ‘N’ / ‘O’ Level, NITEC, Higher NITEC or Diploma qualification. • Experience in customer service, call centre, contact centre, operations support or administrative work will be an advantage. • Comfortable conducting professional phone and video calls. • Able to remain calm, attentive and professional when handling urgent or challenging situations. • Basic computer skills, including Microsoft Office, email and digital reporting systems. • Detail-oriented, responsible and able to follow procedures accurately. • Willing to work on weekends and Public Holidays based on roster. • Candidates without relevant experience may apply; training will be provided.