Contact Centre Agent

6 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

  • Contact Centre Executive

    1 week ago

    Singapore Alliance Healthcare Group Limited Full time

    Job Description for Contact Centre Agent (Day Shift)We are seeking a capable and confident Contact Centre professional who can bring valuable experience and sound judgement to our team. In this role, you will be the first point of contact for customers or patients, handling incoming queries via phone and email. You will play an essential part in ensuring a...

  • Call Centre Agent

    1 week 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...

  • Contact Centre Manager

    3 days ago

    Singapore RMA CONTRACTS PTE. LTD. Full time

    **Responsibilities**: - Manage day-to-day operations of the contact centre, ensuring efficient and effective handling of customer inquiries, complaints, and requests. - Develop and implement strategies to setup contact centre performance, including optimizing processes, workflows, and technology solutions. - Lead and motivate a team of customer service...

  • Customer Contact Manager

    1 week 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...

  • Senior / Officer, Bed Management Unit and Contact Centre

    1 week ago

    Singapore FARRER PARK HOSPITAL PTE. LTD. Full time

    You will assist the Executive to oversee the operational functions of the Bed Management Unit and Contact Centre. Job Responsibilities Assist to manage a team of Bed Management Unit staff to perform operating theatre room scheduling, bed planning and allocation of services. Monitor utilization and availability of beds and operating rooms. Assist to oversees...

  • Director of Contact Centre

    4 days ago

    Singapore Michael Page Full time

    Director of Contact Centre Join to apply for the Director of Contact Centre role at Michael Page. About Our Client This is a leading organisation and established MNC, operating on a global scale with a substantial workforce. The company is committed to delivering high-quality services and maintaining a strong customer focus. Accessible office location...

  • Transformation Lead

    2 days ago

    Singapore Citi Full time

    The Transformation Lead provides full leadership and supervisory responsibility. Provides operational/service leadership and direction to team(s). Applies in-depth disciplinary knowledge through provision of value-added perspectives or advisory services. May contribute to the development of new techniques, models and plans within area of expertise. Strong...

  • Contact Centre Lead

    5 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 Manager

    2 weeks ago

    Singapore Crawfort Pte Ltd Full time

    You will be responsible for the following: Responsible to recruit, train, coach and lead contact centre representatives to ensure high satisfactory of customer service level at all time. Implement manpower planning in line with call volume and calling capacity. Schedule and roster contact centre team considering call arrival pattern and shrinkage. Resolving...

  • Contact Centre Executive

    5 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...