Shift Contact Centre Executive

7 days ago

Singapore PUB, Singapore's National Water Agency Full time

6 days ago Be among the first 25 applicants

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What The Role Is

As a Contact Centre Executive / Senior Contact Centre Executive on shift at the Joint Operations Centre (JOC), you will be part of the team that manages customer feedback to ensure service excellence. Your main roles and responsibilities will include the following:

What You Will Be Working On

  • Handle feedback received through public communication channels such as telephone calls, emails, mobile apps, website, and live chats. Work includes case creations and updates, first call resolutions whenever possible and case routing.
  • Manage drop calls by contacting callers to receive feedback.
  • Prompt escalation of feedback based on pre-defined guidelines.
  • Record and deploy Interactive Voice Recording (IVR) messages during high call volume, especially during major incidents.
  • Ensure that the contact centre service level is met, working together with other colleagues as necessary.

What We Are Looking For

  • Diploma in Business, Communications, Information Management or equivalent, or experience in a Contact Centre environment.
  • Applicant must be comfortable working in a Contact Centre environment and able to work shift, including on weekends and public holidays.
  • Able to report back to Contact Centre on short notice during incidents or crises.
  • A team player with a positive service mindset and good communication skills.
  • Basic literacy in computer applications, including Microsoft Office, and comfortable using computer tools and platforms to engage customers (e.g., live chat).
  • Possess initiative and ability to work under pressure in a fast-paced environment.
  • Able to work independently and multitask.

Office Location: Environment Building

Seniority level

  • Entry level

Employment type

  • Contract

Job function

  • Customer Service
  • Utilities

This job posting is active.

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