[PUB-JOD] Contact Centre Executive (PUBONE), 9-months contract

PUB Public Utilities Board - SGP; Singapore; On-site; SGD 42,000 - 62,000; Full time

Job summary

PUB Public Utilities Board - SGP is seeking a Contact Centre Executive / Senior Executive to manage customer feedback and ensure service excellence from the Joint Operations Centre (JOC).

Responsibilities include handling multi-channel inquiries, creating and updating cases, aiming for first call resolution, and routing issues appropriately while maintaining service levels during incidents.

Qualifications

• Diploma or equivalent in Business, Communications, Information Management or related field.
• Comfortable working in a Contact Centre environment.
• Ability to report back to Contact Centre during incidents or crises on short notice.
• Strong communication and teamwork skills with a service mindset.
• Proficient with basic computer tools including Microsoft Office and chat platforms.
• Able to work under pressure, multitask, and work independently.

Responsibilities

• Handle feedback received through channels such as telephone, email, apps, website and live chat.
• Create and update cases, aim for first call resolution and route cases as needed.
• Manage drop calls by contacting callers to obtain feedback.
• Escalate feedback promptly based on predefined guidelines.
• Record and deploy IVR messages during high call volume or major incidents.
• Ensure contact centre service levels are met in collaboration with colleagues.

Skills

Communication skills

Team player

Microsoft Office

Live chat familiarity

Education

Diploma in Business/Communications/Information Management or equivalent

Tools

IVR systems

CRM tools

Job description

[What the role is]

As a Contact Centre Executive / Senior Contact Centre Executive at the Joint Operations Centre (JOC), you will be part of the team that manages customer feedback to ensure service excellence. Your main roles and responsibilities will include the following:

[What you will be working on]

• Handle feedback received through public communication channels such as telephone calls, emails, mobile apps, website, and live chats.

Work includes case creations and updates, first call resolutions whenever possible and case routing.

• Manage drop calls by contacting callers to receive feedback
• Prompt escalation of feedback based on pre-defined guidelines
• Record and deployment of Interactive Voice Recording (IVR) messages during high call volume especially during major incidents
• Ensure that the contact centre service level is met, working together with other colleagues as necessary

[What we are looking for]

• Diploma in Business, Communications, Information Management or equivalent, or with experience in a Contact Centre environment
• Applicant must be comfortable to work in a Contact Centre environment
• Able to report back to Contact Centre in a short notice during incidents or crisis
• A team player with a positive service mindset and good communication skills
• Basic literacy in computer, including Microsoft Office applications and is comfortable to leverage computer tools and platforms to engage customers' e.g. live chat
• Possess initiative and can work under pressure in a fast-paced environment
• Able to work independently and multitask

Office Location : Environment Building