Job Description

[What the role is]

You will be part of a dynamic team responsible for the day-to-day operations of the ERP Call Support function, playing a key role in delivering quality customer service and stakeholder engagement.

[What you will be working on]

Your primary responsibilities include managing feedback and enquiries from members of the public, as well as responding to queries from internal and external stakeholders on ERP-related matters. As part of the ERP Call Support Team, you will provide timely and accurate written responses, assist customers with their enquiries, and ensure a positive service experience.

In addition, you will:

• Maintain and update operational documents, standard operating procedures, ISO documentation, user manuals, FAQs, and knowledge base resources.
• Monitor, analyse, and maintain operational statistics and performance metrics.
• Prepare management reports and support data-driven decision-making.
• Identify opportunities to improve service processes and customer experience.
• Support ERP operational activities and projects as assigned.

To succeed in this role, you will be expected to develop and maintain a strong understanding of ERP policies, procedures, systems, and operational requirements to ensure accurate and consistent information is provided to customers and stakeholders. You will also work closely with various teams to support the effective delivery of ERP services and operational initiatives.

[What we are looking for]

• Knowledge in any disciplines. We welcome fresh graduates to apply.
• Candidates with other qualifications and relevant working experiences will be considered
• Strong customer service and communication skills, both written and verbal
• Ability to manage multiple enquiries and stakeholders effectively
• Good analytical and reporting skills with attention to detail
• Proficient in Microsoft Office (Word, Excel and PowerPoint)
• Meticulous with ability to translate technical concepts into easy to understand terminology
• Strong passion for continuous learning and improvement
• A proactive and team-oriented mindset with the ability to adapt in a dynamic operational environment

As part of the shortlisting process for the role, you may be required to complete a medical declaration and / or undergo further assessment.