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

Public Service Division; Singapore; On-site; SGD 28,000 - 45,000; Full time

Job summary

Public Service Division is seeking a Contact Centre Executive/Senior Contact Centre Executive to manage customer feedback across multiple communication channels and support service excellence. You will handle case creation, updates, and routing with a focus on first-call resolutions and timely escalation during incidents.

The role requires a Diploma in related fields, comfort in a Contact Centre environment, and strong communication skills.

Qualifications

• Diploma in Business, Communications, Information Management or equivalent.
• Able to work in a Contact Centre environment.
• Must be able to report quickly during incidents or crises.
• Good communication skills and positive service mindset.
• Basic literacy with Microsoft Office and live chat engagement tools.

Responsibilities

• Handle feedback via phone, email, apps, website, and live chat with case creation and updates.
• Aim for first-call resolutions where possible and route cases as needed.
• Contact callers to reduce drop calls and gather feedback.
• Escalate feedback promptly according to guidelines.
• Record and deploy IVR messages during high-volume periods and incidents.

Skills

Communication skills

Team player

Microsoft Office

Multitasking

Under pressure

Education

Diploma in Business/Communications/Information Management

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