12 Months Contract - open to renewals
Client: Tech MNC
Working hours: the working hours will be PM shift ( likely 1 PM to 10 PM/2 to 11 PM) for 5 days a week includes 1 weekend (ie Tue to Sat/ Sun to Thur)
Responsibilities
- Focused on understanding and ramping up on core work, by establishing and maintaining rapport with community members, other team members and key stakeholders
- Recognize case type/severity while de-escalating crisis and managing other people's emotions
- Focused on fully understanding policies and their rationale, while implementing them to ensure the best interest of our community is satisfied
- Working with Safety Lead to develop and enhance internal policies, processes and tools
- Ensure metrics driven performance
- Management of cases with varying complexities involving safety concerns, by using trauma informed methodology and best practices
- Implementation of emergency plans and ability to communicate them in an effective and sensitive manner to individuals needing support
- Ability to summarize incidents, collaborate across various support teams and keep key stakeholders informed
- Maintaining high levels of confidentiality while performing investigations
- This role may require schedule flexibility to meet operational needs.
Qualifications
- University Degree and/or 3+ years relevant experience
- 1+ years of experience in customer experience, mediation, social work, psychology, emergency services, or a similar role
- Background in advocacy, crisis management, mediation, clinical/non-clinical social work, or e-commerce customer service. Humanitarian work or working experience with populations who have experienced various types of trauma will be a bonus
- Ability to plan, prioritise and organise tasks and communications
- Ability to learn and adapt to new technologies
- Excellent interpersonal and communication skills, both written (email) and spoken (phone), to help our community in a tactful and diplomatic manner
- Excellent time management, negotiation and conflict resolution skills
- Passion for innovation with a 'work smarter', solution and action oriented mindset
- Ability to collaborate with internal stakeholders and/or third party providers to resolve conflicts in a detailed, effective and timely manner
- Calm and Empathetic - ability to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations
- Emotional Intelligence - ability to recognise personal stress triggers and in others, self-awareness, bounce back and demonstrated ownership of self-care
- Ability to work under pressure and quick decision making when faced with conflicting demands
- Proficiency and Fluency in additional language will be a plus
Cheah Wei Ee
Senior Consultant
Registration Number, R23114782
Peoplebank Singapore Pte Ltd
EA Licence Number, 08C5248
EA Licence: 08C5248
