Call Centre Agent (Inbound)

Responsibilities:
Handle inbound and outbound calls related to stakeholder matters, visit bookings, policies, procedures and general enquiries.

Provide clear and accurate information in accordance with client’s guidelines & ensure compliance with data protection, security and operational procedures.

Assist callers with appointment scheduling, visit arrangements and document verification.

Escalate complex, sensitive or security-related matters to relevant officers or departments.

Maintain strict confidentiality of stakeholder and organisational information.

Record and update case details accurately in the system.

Manage feedback, complaints and appeals professionally and empathetically.

Support administrative duties such as data entry, report generation and follow-up coordination when necessary.

Adhere to service level standards and performance KPIs.

Verify caller identity and authorisation before releasing any controlled information.

Manage difficult or confrontational callers professionally while maintaining authority and control.

Requirements:
Minimum GCE'O' level qualification or equivalent

Minimum 1 year experience in a call centre setting is advantageous

Proficient in relevant computer applications i.e. Microsoft Office

Able to speak and write more than one language

Must be able to handle stress extremely well

Good verbal communication skills

Other Information:
Monthly basic salary range of $2,000 to $2,300

Employment is subject to confirmation after 12 weeks of probation

Training is provided

Official working hours are from Mondays to Fridays, from 8.30am to 5.30pm, and Saturdays from 8.30am to 12.30pm

Workplace is at Upper Changi area of Singapore (more information during the interview)

Recruitment is subject to background check and clearance

Founded in 2004, Connect Centre is a multi-channel outsourced contact centre that provides customer relationship management solutions, and was one of the first contact centres in the region to build a business based on the Social Enterprise Business Model. Connect Centre solutions and services are delivered across all common communication channels – Voice calls over the phone, Email, Livechat, and all widely adopted Messaging Apps