Telecounsellor (Contact Centre)

Agape Connecting People Pte Ltd; Singapore; On-site; SGD 48,000 - 60,000; Full time

Job summary

Agape Connecting People Pte Ltd is seeking a responsive contact centre agent to provide accurate and prompt assistance to participants and members via voice calls, emails and live chat. You will understand needs and deliver timely information.

You will coordinate with stakeholders, enter interactions in the management system, maintain professional communication, and follow up on cases to ensure resolution, with a focus on excellent service.

Qualifications

• Excellent verbal and written communication in English.
• Minimum 2 years of contact centre experience.
• Ability to communicate in additional languages depending on programme.
• Proficiency with Microsoft Office applications.
• Skilled at handling difficult interactions professionally.

Responsibilities

• Provide professional, accurate and prompt responses to participants or members via voice calls, emails, live chats, etc.
• Understand the needs of participants/members and provide timely information/assistance.
• Coordinate and liaise with relevant stakeholders to ensure issues/queries are followed up and resolved.
• Enter details of all interactions accurately in the designated interaction management system.
• Maintain good soft skills throughout their interactions with participants or members.
• Follow up on cases that have been forwarded to points of contact/external stakeholders and ensure resolution.

Skills

Communication skills

Contact centre experience

Multilingual abilities

Professionalism

Case follow-up

Tools

Microsoft Office

Job description

- Provide professional, accurate and prompt response to participants (Ptcp) or members of the public (MoP) on their enquiries, technical assistance via voice calls, emails, live chats, etc.

- Understand the needs of Ptcp/MoP and provide timely and accurate information/assistance.

- Coordinate and liaise with relevant stakeholders to ensure issues/queries are followed up and resolved.

- Enter details of all the interactions accurately in the designated interaction management system.

- Maintain good soft skills throughout their interactions with Ptcp or MoP

- Follow up on cases that have been forwarded to POCs/external stakeholders and ensure that resolution is being provided to MoP.

Job Requirements:

• Good communication skills
• 2 years of mandatory contact centre experience
• Proficiency in other languages/dialects may be required depending on programme requirements
• Proficient in Microsoft Office applications
• Ability to handle difficult interactions in a professional manner