Customer Experience Lead – Contact Centre

Singapore Public Service

Singapore

On-site

SGD 28,000 - 47,000

Full time

8 days ago

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Job summary

Singapore Public Service invites applications for a Contact Centre Executive / Senior Contact Centre Executive. You will be part of the Joint Operations Centre (JOC) team, handling customer feedback across multiple channels and ensuring service excellence.

The role emphasizes quick follow-up, accurate case management, and effective communication during incidents. The role requires a Diploma in Business, Communications, Information Management or equivalent, comfort working in a fast-paced contact

Qualifications

Diploma in Business, Communications, Information Management or equivalent.
Experience in a Contact Centre environment.
Able to report back to Contact Centre on short notice during incidents or crisis.
Team player with a positive service mindset and good communication skills.
Basic literacy in computer, including MS Office and live chat tools.
Able to work under pressure in a fast-paced environment and multitask.

Responsibilities

Handle feedback through telephone calls, emails, mobile apps, website and live chats with case creation and updates.
Aim for first call resolutions whenever possible and route cases appropriately.
Manage drop calls by contacting callers to receive feedback.
Prompt escalation of feedback based on pre-defined guidelines.
Record and deploy IVR messages during high call volume, especially during incidents.
Ensure the contact centre service level is met in collaboration with colleagues.