Call Centre Agent (Inbound)

CONNECT CENTRE PTE. LTD.; Singapore; On-site; SGD 22,000 - 26,000; Full time

Job summary

CONNECT CENTRE PTE. LTD. in Singapore is seeking a customer service officer to handle inbound and outbound calls from stakeholders, schedule visits, verify documents and provide information in line with guidelines.

The role requires compliance with data protection and security procedures and aims to maintain high levels of service. You will escalate complex matters, maintain confidentiality, log case details accurately, and support administrative tasks while meeting KPIs.

Qualifications

• Minimum GCE 'O' level qualification or equivalent.
• Minimum 1 year experience in a call centre setting is advantageous.
• Proficient in Microsoft Office.
• Able to speak and write more than one language.
• Must be able to handle stress extremely well.
• Good verbal communication skills.

Responsibilities

• Handle inbound and outbound calls related to stakeholder matters, visit bookings, policies, procedures and general enquiries.
• Provide clear and accurate information in accordance with client’s guidelines and ensure compliance with data protection, security and operational procedures.
• Assist callers with appointment scheduling, visit arrangements and document verification.
• Escalate complex, sensitive or security-related matters to relevant officers or departments.
• Maintain strict confidentiality of stakeholder and organisational information.
• Record and update case details accurately in the system.
• Manage feedback, complaints and appeals professionally and empathetically.
• Support administrative duties such as data entry, report generation and follow-up coordination when necessary.
• Adhere to service level standards and performance KPIs.
• Verify caller identity and authorisation before releasing any controlled information.
• Manage difficult or confrontational callers professionally while maintaining authority and control.

Skills

Verbal communication

Multilingual

Stress management

MS Office

Education

GCE O level

Tools

Microsoft Office

Job description

Responsibilities

• Handle inbound and outbound calls related to stakeholder matters, visit bookings, policies, procedures and general enquiries.


• Provide clear and accurate information in accordance with client’s guidelines &ensure compliance with data protection, security and operational procedures.


• Assist callers with appointment scheduling, visit arrangements and document verification.


• Escalate complex, sensitive or security-related matters to relevant officers or departments.


• Maintain strict confidentiality of stakeholder and organisational information.


• Record and update case details accurately in the system.


• Manage feedback, complaints and appeals professionally and empathetically.


• Support administrative duties such as data entry, report generation and follow-up coordination when necessary.


• Adhere to service level standards and performance KPIs.


• Verify caller identity and authorisation before releasing any controlled information.


• Manage difficult or confrontational callers professionally while maintaining authority and control.

Requirements

• Minimum GCE'O' level qualification or equivalent


• Minimum1 year experience in a call centre setting is advantageous


• Proficient in relevant computer applications i.e. Microsoft Office


• Able to speak and write more than one language


• Must be able to handle stress extremely well


• Good verbal communication skills

Other Information

• Monthly basic salary range of $2,000 to $2,300


• Employment is subject to confirmation after 12 weeks of probation


• Training is provided


• Official working hours are from Mondays to Fridays, from 8.30am to 5pm, and Saturdays from 8.30am to 12.30pm


• Workplace is at Prison Link Centre, Changi (more information during the interview)


• Recruitment is subject to background check and clearance