Call Center Agent (Good English, Support Singapore's Project)

Customer Interaction & Support

- Answer inbound calls promptly and courteously, ensuring a friendly and professional customer experience.

- Make outbound calls when required to understand customer needs, address concerns, and follow up on unresolved issues.

- Engage in active listening, confirming and clarifying information to ensure accurate understanding.

- Diffuse challenging or upset customers through patience, empathy, and effective communication.

- Provide accurate information on products and services, and generate interest through clear, value-driven explanation.

- Deliver personalized service tailored to individual customer needs, boosting satisfaction and loyalty.

Problem Resolution & Service Delivery

- Evaluate customer problems and complaints, offering appropriate and effective solutions.

- Identify issues or recurring challenges faced by customers and escalate them when necessary.

- Route calls to appropriate departments or team members when required.

- Process prospect information, respond to queries, and create callout tickets promptly and accurately to ensure smooth workflow and service delivery.

Sales & Upselling

- Promote and upsell relevant products and services where appropriate, aligning recommendations with customer needs.

Documentation & Reporting

- Accurately document every customer interaction by making relevant notes.

- Complete call logs, reports, and follow-up actions as per guidelines.

- Maintain and update customer databases in a timely and accurate manner.

- Report customer feedback, trends, or insights that may impact service quality or operations.

Tools & Systems Usage

- Utilize company systems, software, scripts, and databases effectively to support service delivery.

- Follow communication scripts where applicable while maintaining natural conversation flow.

Continuous Improvement & Compliance

- Participate actively in training and learning opportunities to enhance product knowledge, soft skills, and overall performance.

- Strive to meet or exceed call centre KPIs while maintaining high service standards.

- Adhere to all company policies, procedures, and operational guidelines.

Additional Responsibilities

- Manage social media inquiries and third-party review platforms professionally.

- Build strong relationships with customers and team members based on trust, reliability, and positive communication.

Requirements

- High school diploma or equivalent; additional customer service qualifications are advantageous.

- Minimum 2 years of experience in customer service or call centre roles (preferred)

- Strong verbal and written communication skills.

- Excellent active listening and problem-solving abilities.

- Ability to handle high call volumes and challenging customer situations in a fast-paced environment.

- Proficient in customer management software, databases, and basic office/computer applications.

- Ability to multitask and switch effectively between systems and communication channels (e.g., phone, email).

- Tech-savvy with the ability to learn new tools and procedures quickly.

- Demonstrates empathy and the ability to build rapport with customers.

- Patient, professional, and friendly in addressing customer concerns.

- Strong teamwork skills with the ability to collaborate and work independently.

- High attention to detail, accuracy, and strong organizational skills.

- Self-motivated, goal-oriented, and committed to improving customer satisfaction.

- Flexible to work shifts, including evenings, weekends, and public holidays, when required.

- Adaptable to a fast-paced and evolving work environment.

- Willingness to continuously improve and stay updated on company policies and procedures.

- Strong problem-solving skills, collaborative mindset, and excellent interpersonal skills.