Telephone Operator

IET PTE. LTD.; Serangoon Garden Circus; On-site; SGD 20,000 - 60,000; Full time

Job summary

A local service provider in Singapore is seeking candidates for an emergency call handling role. Responsibilities include answering emergency calls, creating incident forms, and providing medical advice per guidelines. Ideal candidates should have a minimum of 4 GCE 'O' Level certifications and basic computer literacy. Experience in a call center is preferred, along with strong communication skills. This role is critical in managing emergency situations effectively.

Qualifications

• Preferred: Working experience in a call centre environment.

Responsibilities

• Receive incoming emergency calls.
• Create an Emergency Call Taking (ECT) form via SCDF’s incident management system.
• Retrieve incident details from the caller.
• Determine incident categories based on caller’s information.
• Fill in required information into the ECT form.
• Perform telephone triaging and provide medical advisories as per SCDF guidelines.
• Send the completed ECT form to SCDF’s resource dispatcher.
• Report any system faults or malfunctions.
• Attend required trainings by SCDF.
• Maintain confidentiality of calls and information received.

Skills

Basic computer literacy (Microsoft Office, Internet)

Good interpersonal and oral communication skills

Ability to work well under pressure

Education

Minimum 4 GCE 'O' Level certifications, including English

Job description

Responsibilities

1. Receive Call: Receive incoming emergency calls.
2. Generate Form: Create an Emergency Call Taking (ECT) form via SCDF’s incident management system.
3. Gather Details: Retrieve incident details from the caller.
4. Categorize Incident: Determine incident categories based on caller’s information.
5. Input Details: Fill in required information into the ECT form.
6. Triage & Advise: Perform telephone triaging and provide medical advisories (for medical calls) as per SCDF guidelines.
7. Route Form: Send the completed ECT form to SCDF’s resource dispatcher.
8. Report Issues: Report any system faults or malfunctions.
9. Training: Attend required trainings by SCDF.
10. Confidentiality: Maintain confidentiality of calls and information received.

Qualifications & Requirements

1. Experience: Preferred: Working experience in a call centre environment.
2. Education: Minimum 4 GCE 'O' Level certifications, including English.
3. Skills:
   • Basic computer literacy (Microsoft Office, Internet).
   • Good interpersonal and oral communication skills.
   • Confident, articulate, and able to work well under pressure.