Contact Centre Agent

3 days ago

Singapore SG 400 CIBT Singapore PTE Ltd Full time

Consultants will provide status checks when clients request updates and will work with processing and despatch teams to ensure customer satisfaction. Consultants will perform processing preparation activities when workload allows.

Consultants will also be responsible for some internal sales activities in relation to our Special Services department.

**Duties**:

- Responsible for averaging 90% or above overall quality score
- Required to maintain 95% adherence to schedule
- Handle on average 80 to 110 calls per day (based on our average call handling time of less than 3 minutes)
- Provide consistent, courteous and professional service to both internal and external clients
- Professionally handle irate customers and correctly identify when to escalate to the next level
- Responsible for providing the client with the most up-to-date visa and passport information.
- Work proactively to identify and communicate to customers any potential issues that would prohibit CIBT from meeting the customers’ Request By Date
- Communicate with various CIBT teams (processing and dispatch) of any changes a designated client needs to make to an active itinerary.
- Respond to all requests for information in a timely manner.
- Assist colleagues and other departments when necessary.
- Consistency in documenting clear and concise information on all active files utilising Private Notes
- Provide clear feedback to management on customer’s experience and perceptions
- Process research on visa requirements when necessary.
- Keep self informed and educated on all changes in business that impact quality of service provided

**Other responsibilities**:
CIBT is staffed by small teams and fluctuating demands. Hence, it is essential that the role holder is prepared to work collaboratively with other staff, to attend regular meetings and contribute to helping other team members with tasks when required. Work assignment can vary both intra-day and day-by-day.

**Key Role Competencies**:

- Customer Service Excellence - key focus
- Confident and personable attitude
- Strong verbal and written communication skills
- Strong computer literacy
- Adaptability
- Rapport building
- Teamwork orientation
- Attention to detail and problem resolution skills
- Ability to prioritise and multi-task
- Flexibility and tolerance for high pressure environment
- Ability to accept supervision
- Respect for diversity
- Travel Industry and/or Call Centre Experience
- Good knowledge of geography
- Cisco desktop desirable but not essential

**Position in the organization**:

- Individual contributor, directly accountable to Customer Contact Supervisor, CIBT, Melbourne
- Member of a small team directly responsible for customer education and satisfaction
- Liaises with all other teams involved in the service delivery stream

**Key Relationship**:

- Customer Contact Supervisor
- Customer Contact Consultants
- Process, Dispatch and States Supervisors
- National Operations Manager
- All CIBT Customers

**Dimensions and limits of authority**

Individual will make recommendations to management team on processes that improve the overall service delivery experience

  • Contract for Service Contact Centre Agent

    1 week ago

    Singapore Ministry of Defence Singapore Full time

    Central Provident Fund Board Casual Closing on 30 Sep 2025 What the role is Our Customer Service Department serves as the primary interface between our organisation and CPF members. As part of the Customer Service Team, you will play a crucial role in assisting CPF members in making well-informed decisions about their CPF savings by understanding and...

  • Contract for Service Contact Centre Agent

    2 days ago

    Singapore Ministry of Defence Singapore Full time $104,000 - $130,878 per year

    Central Provident Fund BoardCasualClosing on 30 Sep 2025What the role isOur Customer Service Department serves as the primary interface between our organisation and CPF members. As part of the Customer Service Team, you will play a crucial role in assisting CPF members in making well-informed decisions about their CPF savings by understanding and addressing...

  • Contact Centre Agent

    1 week ago

    Singapore Mandai Wildlife Group Full time

    1 day ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Mandai Wildlife Group is the steward of Mandai Wildlife Reserve, a unique wildlife and nature destination in Singapore that is home to world-renown wildlife parks which connect visitors to the fascinating world of wildlife. The Group is driving an...

  • Call Centre Agent

    7 days ago

    North-East Singapore Rentokil Initial Full time

    **Call centre agents** These individuals are in charge of call processing, answering customer calls to try to troubleshoot and support issues and questions. - Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services. - Responding efficiently and accurately to callers, explaining...

  • Customer Contact Manager

    7 days ago

    Singapore Singapore Airlines Full time

    Increasing the focus on training, clearly defining and deploying consistent benchmarks to be utilized - Driving a structured, consistent, best practice approach to training - Ensuring agents are well-trained, & equipped with the required necessary skills to be on-boarded for our Operations. - Increase knowledge and confidence in service handling of our...

  • Contact Centre Lead

    2 days ago

    Singapore ZENTACT SYSTEMS PTE. LTD. Full time

    **Role: Contact Centre Lead** **Location: Singapore** **Client: IT Services (Govt Project)** **Duration: Permanent **Responsibilities**: - Support the day-to-day Contact Centre operations for GovTech Operation Centre - **Oversee and monitor performance of customer service officers to ensure service levels are met**: - Handle complaints/ feedback and...

  • Contact Centre Officer

    2 weeks ago

    Singapore IDP EDUCATION LIMITED SINGAPORE BRANCH Full time

    2 years exp **Roles & Responsibilities** **POSITION PURPOSE** The position forms an important part of the Digital Experience Support Team strategy which provides IDP a complete customer engagement experience through its omni-channel contact centre (outbound calls, online chat, social, inbound and others). The key focus of the role is to engage with...

  • Contact Centre Executive

    2 days ago

    Singapore 5 STONES HRM PTE. LTD. Full time

    You will be required to: - Attend to enquiries on various fronts, effectively maintaining our Contact Centre's high level of accessibility - Empathize with customers, and offer clear and relevant advice - Provide policy recommendations and refer customers to client advisers for more comprehensive explanations - Perform post-case administration for future...

  • Contact Centre Officer

    1 week ago

    Singapore IDP Education Ltd Full time

    An ASX100 business part that is owned by Australian universities, IDP is a pioneer in international education services. Our core business lines include student placement to Australia, US, UK, Canada and New Zealand institutions, English-language testing and training._ - We are on a mission to build the world's leading platform and connected community to...

  • IT Director, Contact Centre

    3 days ago

    Singapore Hays Full time

    **Your new company** Your new firm is a market leader in the logistics and supply chain industry with strong branding. This is a newly created position as part of their digital transformation journey to digitalise their Contact Centre. **Your new role** - Spearhead the digital transformation of legacy infrastructure to cloud environment and take ownership...