Call Centre Agent

Job Summary

We are seeking customer-oriented and service-driven individuals to join us. The successful candidate will be responsible for handling customer interactions across multiple communication channels, including inbound and/or outbound calls, emails, and live chat, while delivering accurate information and quality customer service in a professional manner.

Key Responsibilities:

• Handle inbound and outbound customer calls professionally and efficiently.
• Respond to customer enquiries via email, live chat, and other communication channels.
• Provide accurate information and appropriate resolutions to customers based on operational guidelines and procedures.
• Escalate cases to the relevant departments in accordance with established SOPs where required.
• Maintain proper documentation and records of customer interactions within the system.
• Support operational activities and administrative duties assigned by the management team.
• Meet individual and team performance indicators, including service quality and productivity standards.
• Handle customer concerns and complaints in a professional and service-oriented manner.
• Participate in trainings, briefings, and process updates as required.

Requirements:

• Minimum GCE ‘O’ Level or equivalent qualification.
• At least 1 year of working experience in a Call Centre or Customer Service environment.
• Candidates with experience in Government-related services or the Banking industry will have an added advantage.
• Good communication and interpersonal skills.
• Able to multitask and work effectively in a fast-paced environment.
• Proficient in handling basic computer systems and customer service platforms.
• Customer-focused with a positive working attitude and willingness to learn.

Working Hours & Shift Requirements:

• Based on a 44-hour work week (5.5 working days).
• Standard shift duration is 8 hours per shift, with flexibility to work up to 12 hours depending on operational requirements and management arrangements.
• Shift-based working environment.
• Shift timings: 6.45am to 3.45pm, 8am to 5pm, 9am to 6pm, 11am to 8pm, 12.45pm to 10.45pm
• Required to work on weekends and Public Holidays when scheduled.
• Hotline operational hours are between 6:45 AM to 10:45 PM, and you must be comfortable working any assigned shift within this period.
• Off-In-Lieu (OIL) will be provided for work performed on Public Holidays, subject to company policy.

Additional Information:

• Work Location: Suntec City (Office will be relocated nearer to Commonwealth MRT within the year.)
• PH allowance of $100 for every PH
• You are expected to work on rotating shift