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