Government Institution - Customer Care Executive (Call Center) - #1087494

Customer Care Executive (1 Year Contract, Renewable/Convertible)

Monday to Fridays 8.30 AM to 5.30 PM + Alternative Saturdays 8.30 AM to 1.00 PM (commence after 2 months of service)

• Shift 1: Monday to Thursday 8.30 AM to 6 PM, Friday 8.30 AM to 5.30 PM. Sat Off.
• Shift 2: Monday to Friday 9.00 AM to 5.30 PM, Sat 8.30 AM to 1 PM.

MUST BE OPENED TO BOTH SHIFTS

Job Scope:

• To deliver personalized and high-standard professional service to customers on related enquiries in an effective and efficient manner.
• Attend to customers’ feedback or complaints in a timely manner.
• To handle calls and escalate complex cases to Department Officer.
• Create or update customer interactions accurately within CRM to keep track of customers’ enquiries and history.
• Providing feedback on behalf of customers on the effectiveness and soundness of policies and procedures.
• To meet the productivity components on both individual and team level.
• Taking care of own wellbeing and contribute productively and effectively. 
• To meet the quality components (CSAT, monthly quiz and audit targets).
• To be cross trained in another skillset or domain.

Requirements:

• Minimum 'N' level and above 
• Preferably with Call Centre experience 
• Must be open to be memorizing domain knowledge during the training period
• MUST be comfortable to undergo training and taking assessments – Must successfully pass 3 assessments within the first three months of the contract  
  1. Domain knowledge [Written Assessment, Modular topics] – Must be willing to memorize domain knowledge during the training period. Please refrain from sending candidates who may hesitate about this requirement. 
  2. Live Demonstration [To pass 2 out of 3 audits done on Live Calls]
  3. Phone call Simulation [Role Play Assessment]
• Singaporeans only

Wang Chloe | R23118712
RecruitFirst Pte Ltd (13C6342)