Monitoring Operations 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.