Emergency Response Contact Centre Agent

TERRA SYSTEMS PTE. LTD.; Singapore; Presencial; SGD 29.000 - 38.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Training allowance S$2,400/mo

Sign-on bonus S$500

Descripción de la vacante

Terra Systems Pte Ltd is recruiting an Emergency Response Contact Centre Agent under the Work­force Singapore Mid‑Career Pathways Programme (MCPP). The four‑month traineeship includes SCDF training with 90% attendance, a training allowance of S$2,400 per month, and a S$500 sign‑on bonus on successful completion.

Upon satisfactory completion, candidates may be offered full‑time permanent employment as an Emergency Response Contact Centre Agent with Terra Systems.

Formación

• Singapore Citizens or Permanent Residents aged 40+ (MCPP eligibility).
• Bilingual proficiency in English and Mandarin is advantageous.
• Willing to commit to a 24/7 rotating shift schedule including nights, weekends and public holidays.
• Must obtain and maintain client security clearance.

Responsabilidades

• Handle inbound emergency calls on the 995 Hotline and coordinate appropriate response.
• Maintain composure during high-stress, time-critical calls.
• Document all interactions and incident reports in real time.
• Follow SOPs, OSA obligations and data protection requirements.
• Report for duty at least 15 minutes before shift start.

Conocimientos

Verbal communication

Calm under pressure

Bilingual English/Mandarin

Attention to detail

24/7 rotating schedule

Herramientas

Call management system

Descripción del empleo

About the Role

Terra Systems Pte Ltd is hiring for the position of Emergency Response Contact Centre Agent to support a National Crisis & Emergency Hotline Operations Centre. This role is offered under theWorkforce Singapore (WSG) Mid-Career Pathways Programme (MCPP), a structured 4-month traineeship designed to equip mature mid-career individuals (aged 40 and above) with the skills and experience needed to build a long-term career in emergency contact centre operations.

Upon satisfactory completion of all training requirements and the MCPP attachment, candidates may be offeredfull-time permanent employmentwith Terra Systems.

Training Period & Commitment

SCDF Civillian Call Taker Course (CCTC)

26 Oct 2026 – 16 Nov 2026 (Minimum90% attendance)

Total MCPP Duration

4 months

Training Allowance

S$2,400 per month

(CPF is not applicable during the training period)

One-Time Sign-On Bonus

S$500 upon successful completion of the 4 month MCPP duration

Post-MCPP Employment

Full-time permanent, subject to satisfactory performance and company discretion

Important: Trainees are required to strictly adhere to the training hours at the SCDF Operations Centre. Attendance and punctuality are critical operational requirements given the nature of the emergency hotline.

What You Will Do

• Handle inbound emergency calls on the 995 Hotline, conducting call triage and coordinating appropriate emergency response in accordance with the client's protocols
• Maintain composure and professionalism when managing time-critical, high-stress calls from distressed members of the public
• Accurately document all emergency interactions and incident reports in real time using the call management system
• Adhere strictly to the client's standard operating procedures, Official Secrets Act (OSA) obligations and data protection requirements
• Report for duty at least 15 minutes before shift commencement

Shift Schedule

After the SCDF Civillian Call Taker Course (CCTC), this role operates on a24/7 rotating 4-shift cycleinclusive of weekends and public holidays:

Day Shift: 0815 hrs – 2015 hrs

Night Shift: 2015 hrs – 0815 hrs (next day)

Rest Days: 2 days per 4-day cycle

Deployment location: SCDF UBI

Training Requirements

• Minimum90% attendanceof the 3-week SCDF Civillian Call Taker Course (CCTC)
• Trainees must obtain a pass at the end of the CCTC

Who We Are Looking For

• Singapore Citizens or Permanent Residents aged40 and above(MCPP eligibility requirement)
• Bilingual proficiency in English and Mandarin is advantageous to liaise with Mandarin-speaking callers
• Able to commit to a24/7 rotating shift scheduleincluding nights, weekends and public holidays
• Strong verbal communication skills with a calm, composed demeanour under pressure
• Meticulous with data entry and able to maintain accuracy during live emergency calls
• Willing to sign theOfficial Secrets Act (OSA) Declarationand comply with all client security and confidentiality requirements
• Must be able to obtain and maintainclient security clearance
• Prior contact centre or customer service experience is advantageous but not required

What Happens After MCPP

Upon successful completion of the 4-month traineeship and meeting all performance requirements, you may be offered afull-time permanent employment contractas a Emergency Response Contact Centre Agent with the following benefits:

• Attractive salary with shift allowance and variable component
• Annual leave, medical and dental benefits
• Long-term career development within Terra Systems' growing contact centre operations