Intern, Contact Centre

Singapore, Singapore, Singapore (4 Shenton Way, SGX Center 2)

Department

Contact Centre Team D

Job posted on

Sep 03, 2025

Employee Type

Intern

Experience range (Years)

0 - 1 year

About the Team:

Contact Centre is the main contact point for customers and advisors who want to reach Singlife via the hotlines or our service centre. Our CSEs handle multiple lines of business across different hotlines and serve as a one-stop shop (end-to-end management and first contact resolution) for enquiries and requests.

Focus of the Internship:

• Exposure to Contact Centre Operations: Gain practical insights into the workings of a high-performing contact centre, including performance metrics, customer experience strategies, and team collaboration
• Data Visualization & Reporting: Understanding Salesforce and its features to build dashboards and create reports to support data-driven decision-making and use data to enhance processes and maximise use of resources
• Customer Communication Standards: Enhance consistency and professionalism in customer interactions by developing commonly used call scripts and designing and updating email and letter templates
• Digital Documentation & Knowledge Management: Organize existing resources and migrating relevant documents from K: drive to SharePoint for improved accessibility and collaboration
• Operational Support & Process Improvement: Contribute to streamlining contact centre processes through enhancements and documentation updates

Key Responsibilities:

• Build Salesforce and AmazonConnect Dashboards to support performance tracking and operational insights
• Prepare presentation decks and reports, consolidating key metrics and trends for leadership review.
• Create and Update Email and Letter Templates to ensure consistent and professional customer communications.
• Transfer Documentation from K Drive to SharePoint, ensuring proper organization, access control, and versioning.
• Assist in streamlining reporting processes and improving data visualization.
• Collaborate with team members to understand business requirements and translate them into actionable outputs.
• Participate in team meetings and contribute ideas for improving customer experience and operational efficiency.
• Maintain accurate documentation of tasks and project progress.
• Support ad-hoc tasks and initiatives as assigned by the supervisor.

Key Learnings:

• Salesforce and AmazonConnect Dashboard Development: Gain hands-on experience in building and customizing dashboards, enhancing data visualization and reporting skills using Salesforce.
• Monthly Reporting: Learn how to structure and automate business reports, interpret operational data, and present insights effectively to stakeholders
• Template Creation: Understand the importance of tone, clarity, and consistency in customer communications through the development of email and letter templates
• Document Management & Migration: Acquire practical knowledge of digital file organization, version control, and collaboration tools by transferring documents from K Drive to SharePoint
• Process Improvement: Develop an eye for identifying inefficiencies and propose enhancements in reporting and documentation workflows
• Cross-functional Collaboration: Experience working with different teams and stakeholders, improving communication and project coordination skills
• Business Acumen in Contact Centre Operations: Build a foundational understanding of contact centre metrics, customer experience strategies, and operational priorities

Education and Experience Requirements:

• Pursuing a degree in any field
• Capable of expressing ideas clearly and effectively through both spoken and written communication
• Strong problem-solving skills and the ability to work under pressure
• Genuine passion for interacting with people from diverse backgrounds
• Willingness to collaborate with colleagues and contribute to team goals.

If you find yourself able to demonstrate the criteria above, apply with us now. We look forward to your application.