[What the role is] As a Contact Centre Executive / Senior Contact Centre Executive at the Joint Operations Centre (JOC), you will be part of the team that manages customer feedback to ensure service excellence. Your main roles and responsibilities will include the following: [What you will be working on] • Handle feedback received through public communication channels such as telephone calls, emails, mobile apps, website, and live chats. Work includes case creations and updates, first call resolutions whenever possible and case routing. • Manage drop calls by contacting callers to receive feedback • Prompt escalation of feedback based on pre-defined guidelines • Record and deployment of Interactive Voice Recording (IVR) messages during high call volume especially during major incidents • Ensure that the contact centre service level is met, working together with other colleagues as necessary [What we are looking for] Diploma in Business, Communications, Information Management or equivalent, or with experience in a Contact Centre environment Applicant must be comfortable to work in a Contact Centre environment Able to report back to Contact Centre in a short notice during incidents or crisis A team player with a positive service mindset and good communication skills Basic literacy in computer, including Microsoft Office applications and is comfortable to leverage computer tools and platforms to engage customers’ e.g. live chat Possess initiative and can work under pressure in a fast-paced environment Able to work independently and multitask Office Location : Environment Building http://jobs.careers.gov.sg The Singapore Public Service plays a key role in the economic growth, progress and stability of Singapore by formulating and implementing government policies, as well as providing key public services. Whether you are a fresh graduate joining the workforce or an experienced professional, the Singapore Public Service offers a great variety of job opportunities for you. The work in the Public Service can be broadly categorised into the following sectors: Economic, Social, Security & External Relations, and Administration & Corporate Development. Be part of the team that shapes the future of Singapore. Log on and take your first step towards a career that matters! Need help? Please click here for assistance. Our team will contact you shortly!

[PUB-JOD] Contact Centre Executive (PUBONE), 9-months contract.

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