• Perform outbound calls to users who leave callback
• Provide first call resolution to users who called into our public‑facing hotline by advising on issues
• Liaise with other support teams or product teams as required to resolve requests/issues in a timely manner
• Ensure proper documentation, notification, escalation, tracking and follow‑up of all incidents. Primary responsibilities are focused on customer contact
• Handle emails as assigned by team leader
• Handle responses via the chatbot
• Manage the stress of answering calls from members of the public with problems and queries

Educational qualification required for this role: Minimum O Level