Customer Care Specialist: First-Call Resolution

ScienTec Consulting Pte. Ltd.; Singapore; On-site; SGD 24,000 - 36,000; Full time

Job summary

ScienTec Consulting Pte. Ltd. is seeking a Call Centre Executive to be the first point of contact for customers via phone, delivering professional, friendly and accurate solutions.

You will handle inbound calls, listen actively, record transactions in the CRM, and work with the team to identify recurring issues and drive service improvements. This role requires composure in a fast-paced contact centre environment.

Qualifications

• Minimum GCE O-Level, Diploma, or equivalent.
• Singaporeans Only

Responsibilities

• Handle inbound customer calls professionally, efficiently, and with a solutions-first mindset.
• Listen actively to understand customer needs and provide accurate, helpful responses.
• Resolve customer enquiries and issues at first point of contact wherever possible, escalating complex cases appropriately.
• Update and maintain customer records accurately in the CRM system after each interaction.
• Reference internal knowledge bases and standard operating procedures to ensure consistent and correct responses.
• Meet individual performance targets including call handling time, quality scores, and customer satisfaction ratings.
• Collaborate with team members and supervisors to flag recurring issues and contribute to service improvements.

Skills

Customer service

Communication

Active listening

Problem solving

Education

GCE O-Level / Diploma

Tools

CRM systems

Job description

ScienTec Consulting Pte. Ltd. is seeking a Call Centre Executive to be the first point of contact for customers via phone, delivering professional, friendly and accurate solutions.

You will handle inbound calls, listen actively, record transactions in the CRM, and work with the team to identify recurring issues and drive service improvements. This role requires composure in a fast-paced contact centre environment.