Parcel Locker Operations & Support Specialist, Singapore

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Pick Network is a wholly-owned subsidiary company of Infocomm Media Development Authority (IMDA) to deploy parcel locker in public spaces and operate nationwide parcel locker network. The network will deliver convenience and choice to consumers and businesses and aid in the transformation of Singapore's urban logistics ecosystem.

We are hiring for the following position: Service Executive

Possess working knowledge of IT fundamentals and proficiency in Microsoft Office applications.

Monitor backend systems to proactively detect abnormalities, system alerts, and operational issues across the locker network.

Respond to and manage enquiries/ issues escalated via the Consumer Support Hotline and AI Chatbot channels.

Conduct investigations into disputes raised by consumers and other stakeholders, ensuring accurate root cause analysis and proper documentation.

Provide operational guidance and on-site support to users at locker locations when required.

Perform both remote and on-site troubleshooting of connectivity, hardware, and system-related locker issues.

Coordinate effectively with contractors and internal stakeholders to escalate, track, and resolve incidents within agreed timelines.

Ensure all reported issues are resolved and cases are closed in accordance with established Service Level Agreements (SLAs).

Perform parcel recovery activities when required, ensuring proper documentation and compliance.

Requirements

Minimally Diploma/ITE certification

Willing to be placed on work shifts, including weekends and Public Holidays

Have an understanding of how parcel lockers function

Candidates with driving license at an advantage

Analytical mindset to detect and solve issues

Benefits of Joining Pick Network

Flexible Allowance and Mobile Benefit.

Medical and Dental Benefit.

Holistic Learning and Development Opportunities.

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