Customer Service Officer

About Us Innovate. Create. Elevate. At Vertis, we believe innovation starts with people. We design and deliver exceptional digital solutions that elevate our clients’ brands and the experiences they create for their customers. Through technology-driven creativity, we enable meaningful business transformation. Our team is made up of capable, confident, and motivated individuals who collaborate, challenge ideas, and grow together. About the job Our clients are primarily elderly users who rely on our digital health platform for their day-to-day needs. We are looking for a warm, patient, and experienced Customer Service Officer (Technical Support) who understands the needs of senior users and can communicate with them comfortably including in Mandarin and local Singapore dialects (Hokkien, Cantonese, Teochew, etc.). This is apart-time, on-site role ideal for retired healthcare professionals (e.g. nurses, allied health workers) or individuals with experience in eldercare, healthcare administration, or patient-facing roles who are comfortable with digital tools and enjoy helping people.  Key Responsibilities • Serve as the first and primary point of contact for elderly users via phone, email, ticketing systems, and other designated support channels. • Communicate patiently and clearly with senior users, including in Mandarin and local dialects, to guide them through platform features and resolve queries. • Assist users with account access and login issues, platform navigation, appointment or transaction-related enquiries, and general service queries. • Provide first-level technical support and basic troubleshooting for platform-related issues, adapted to a non-technical audience. • Accurately identify user issues, distinguish between user errors and system issues, and provide clear, step-by-step guidance with empathy. • Reproduce reported issues where possible and collect relevant details such as logs, screenshots, or error messages. • Escalate unresolved or complex issues to internal technical, product, or operations teams with proper documentation. • Log all support cases accurately in the ticketing system, ensuring correct categorisation, prioritisation, and follow-up. • Track and follow up on outstanding cases to ensure timely resolution and clear communication with users. • Maintain clear and detailed records of user interactions, actions taken, and outcomes. • Support the maintenance and updating of FAQs, user guides, SOPs, and internal troubleshooting documentation. • Liaise with internal stakeholders including engineering, product, operations, and vendors to resolve user issues. • Support internal testing or User Acceptance Testing (UAT) activities when required • Provide feedback on recurring issues, usability concerns, and suggestions for improving the experience for elderly users. • Ensure adherence to service level targets, data protection requirements, and established SOPs • Maintain professionalism, empathy, and composure at all times, especially when handling vulnerable or distressed users Requirement and Qualification • Singapore Citizen or Permanent Resident • Certificate, Diploma or Degree in Nursing, Healthcare, Information Technology, Business, Communications, or a related field or equivalent professional experience • Retired healthcare professionals (e.g. nurses, allied health workers) or individuals with hands-on eldercare or patient-facing experience are strongly encouraged to apply • Proficient in English; ability to communicate in Mandarin, Malay, Tamil and/or local Singapore dialects (Hokkien, Cantonese, Teochew, or others) is an advantage, as our clients are elderly Singaporeans from diverse communities. • Patient, empathetic, and experienced in working with elderly or less tech-savvy individuals • Strong verbal and written communication skills in English • Logical and structured approach to problem-solving • Comfortable working with digital systems, dashboards, and admin tools • Customer-focused with a positive and proactive mindset Added Advantage • Prior experience as a nurse, medical social worker, healthcare navigator, or allied health professional • Familiarity with health or eldercare platforms, patient management systems, or tele health tools • Exposure to ticketing systems such as Zendesk, Freshdesk, Jira, or similar tools • Experience handling sensitive user interactions with professionalism and discretion • Ability to conduct follow-up calls or check-ins with elderly users in their preferred language • Basic understanding of web or mobile applications Working Arrangement • Part-time, on-site role based in Singapore • Minimum 4 hours per day, Monday to Friday • Flexible working hours between 10:00am and 5:00pm, subject to operational requirements Our Hiring Process After submitting your application, our Talent Acquisition team will review your profile. If your skills and experience align with the role, we’ll get in touch to discuss the next steps. Please be cautious of recruitment fraud - only engage with communications from our official team using email addresses that end with @vertis.digital. Vertis is proud to be an Equal Opportunity Employer. We believe that diversity of thought, background, and experience drives innovation and success. That’s why we’re committed to building and nurturing a team that reflects a wide range of perspectives, abilities, identities, and experiences. At Vertis, every voice matters, and together, we achieve more. We appreciate all applications; however, only shortlisted candidates will be contacted. Thank you for your interest. The use of artificial intelligence tools, including language models such a s ChatGPT, during the interview process is strictly prohibited and will result in the disqualification of your application. Singapore Citizens are welcomed to apply.