Contact Centre Executive: Customer Feedback & Incident Response

PUB, Singapore's National Water Agency; Singapore; On-site; SGD 27,000 - 42,000; Full time

Job summary

PUB, Singapore's National Water Agency, is seeking a Contact Centre Executive to join the Joint Operations Centre (JOC). You will manage customer feedback across multiple channels and work to maintain service excellence.

You should be comfortable in a fast-paced contact centre environment, collaborate with colleagues, and respond quickly during incidents. Strong communication and a service mindset are essential assets for success.

Qualifications

• Diploma in Business, Communications, Information Management or equivalent.
• Experience in a Contact Centre environment preferred.
• Able to report back quickly during incidents or crises.
• Strong communication skills and a service mindset.
• Basic literacy in computer tools including MS Office and live chat platforms.

Responsibilities

• Handle feedback via phone, email, apps, website and live chat; create and update cases; aim for first contact resolution.
• Contact callers to obtain feedback and manage drop calls.
• Escalate feedback promptly according to guidelines.
• Record and deploy IVR messages during high call volume and incidents.

Skills

Team player

Good communication

Multitask

Work well under pressure

Education

Diploma in Business/Communications/Information Management or equivalent

Job description

PUB, Singapore's National Water Agency, is seeking a Contact Centre Executive to join the Joint Operations Centre (JOC). You will manage customer feedback across multiple channels and work to maintain service excellence.

You should be comfortable in a fast-paced contact centre environment, collaborate with colleagues, and respond quickly during incidents. Strong communication and a service mindset are essential assets for success.