Call Centre Agent, Home+

**Applicants may **send your CV** (together with a cover letter) in MS Word or PDF format to us.**

**Call Centre Agent, HoME+**

**Community Engagement**

**About the HoME+ programme**

**JOB PURPOSE**

The HoME+ Call Centre Agent is responsible for providing efficient 24/7 operational support to the Call Center element within the Home Monitoring and Eldercare (HoME+) programme under the Community Services Department of the Singapore Red Cross. This role primarily focuses on receiving inquiries, managing home assessments, monitoring of call center dashboard and social/welfare check on clients in the programme.

**JOB RESPONSIBILITIES**

**1. Operation Support**
- Addressing inquiries from the general public or internal referrals related to interest in the HoME+ Programme.
- Coordinate home assessments for both existing and prospective clients, assess their requirements, provide assistance, and supervise the installation of HoME+ devices.
- Monitor the Call Centre Dashboard and respond in accordance with Standard Operating Procedures, addressing each situation in adherence to necessary protocols.
- Conduct social and wellbeing check-up calls to clients.
- Assist in volunteer recruitment and engagement activities, cultivating a positive and collaborative relationship with volunteers to enhance the effectiveness of the programme.

**2. Administration Support**
- Precisely and promptly update clients' biographical data.
- Ensure coordination of home assessments and device installations
- Perform routine social and wellbeing checks on clients via phone calls, providing assistance and facilitating additional support from other programs as necessary.
- Execute any additional administrative tasks as delegated by the supervisor.

**3. Any Other Duties**
- Engage in or actively participate in department and society events or activities, contributing to the overall unity and success of collective initiatives.
- Attend to HoME+ activation as required, ensuring the smooth integration and functionality of the program as part of regular duties.
- Take on any ad-hoc projects as assigned, showcasing flexibility and a proactive approach to contribute to the accomplishment of organisational objectives beyond routine responsibilities.

**JOB SPECIFICATIONS**

**Additional Skills and Knowledge**
- Skilled in both verbal and written English, showcasing the ability to communicate effectively.
- Mastery of a native language or dialect offers an additional advantage for versatile communication.
- Proficient in computer skills, skilled in utilising a variety of software and technology tools to optimize job performance.
- Robust interpersonal and organizational abilities, cultivating positive relationships and effective task management.
- Exhibiting meticulous attention to detail to ensure precision in all tasks and deliverables.
- Outstanding multitasking skills, adept at managing numerous responsibilities concurrently.
- Proactive with a strong initiative, showcasing a self-driven approach to tasks and responsibilities.

**Desired Behaviours**
- Capable of working independently while maintaining strong interpersonal skills to effectively connect with individuals at all levels within and outside the organisation.
- A dedicated emphasis on tasks and outcomes, exemplifying a results-oriented approach to work assignments.
- Proactively takes initiative and fosters a collaborative spirit, contributing to teamwork and going above and beyond the defined job scope to achieve common goals.
- Flexible and adaptable to changing needs on the ground, demonstrating responsiveness to evolving situations and requirements.

**Qualifications and Experience**
- Have a minimum qualification of O Level/Nitec/Higher Nitec/Diploma from a recognised institution.
- Preferably, possess a minimum of 1 year of experience in customer service and/or call center roles.
- Able to commit to rotating shift hours.