Contact Centre Agent

Job Overview

We are looking for a Contact Centre Agent to join our outsourced contact centre and business process outsourcing (BPO) operations. The role will support customer service, tele-sales, and technical support programmes for our clients, handling customer enquiries through phone, email, and digital communication channels. You will use CRM systems to manage customer interactions, maintain accurate records, and provide timely and professional assistance in line with service standards.

Key Responsibilities

• Handle inbound and outbound customer calls, enquiries, and service requests professionally and efficiently
• Provide customer service, product information, account assistance, and basic technical support according to client requirements
• Support outbound calling and tele-sales activities, including follow-ups and customer engagement
• Record customer interactions, enquiries, and case details accurately in the CRM system
• Identify customer needs and provide appropriate information, solutions, or escalation when required
• Follow established contact centre procedures, scripts, service standards, and client-specific requirements
• Manage customer complaints and service issues professionally and escalate complex cases to the relevant team
• Conduct follow-up calls or communications to ensure outstanding customer requests are properly addressed
• Maintain accurate customer information and update CRM records after each interaction
• Work with supervisors and internal teams to resolve customer issues and meet service-level requirements
• Monitor assigned cases, callbacks, and follow-up activities to ensure timely completion
• Maintain a professional and customer-focused approach across all communication channels
• Participate in training, coaching, quality monitoring, and process improvement activities
• Perform other contact centre and customer support duties as assigned

Requirements

• Diploma or equivalent qualification in Business, Customer Service, Communications, Marketing, or a related field
• 1–3 years of experience in contact centre, call centre, customer service, tele-sales, technical support, or BPO operations
• Experience using CRM, ticketing, or customer management systems is an advantage
• Good verbal and written communication skills in English
• Customer-focused with a professional and service-oriented approach
• Able to handle customer enquiries, complaints, and multiple cases in a structured manner
• Comfortable handling both inbound and outbound customer interactions
• Good computer skills and familiarity with Microsoft Office applications
• Able to follow procedures, service standards, and client-specific operating requirements
• Good attention to detail when maintaining customer records and case information
• Able to work effectively in a team-based contact centre environment
• Positive attitude, patience, and willingness to learn new products and processes

Working Arrangement

• Full-time position based in Singapore
• Work within an outsourced contact centre and BPO environment
• Support customer service, tele-sales, and technical support programmes for corporate clients
• Regular use of CRM and customer service management systems
• Collaborate with contact centre supervisors, quality teams, operations teams, and client representatives
• Training and onboarding provided for assigned client programmes and systems
• Opportunities to develop experience in customer service, CRM operations, BPO, and contact centre management

Pay: $2,800.00 - $3,500.00 per month

Benefits:

• Additional leave
• Dental insurance
• Flexible schedule
• Health insurance
• Vision insurance

Work Location: Hybrid remote in Singapore 159546