Senior Contact Centre Executive - Customer Experience

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

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.