Contact Centre Agent

Roles & Responsibilities

About the Role

Terra Systems Pte Ltd is hiring for the position of Contact Centre Agent. This role is offered under the Workforce Singapore(WSG) Mid-Career Pathways Programme (MCPP), a structured 4-month traineeship designed to equip mature mid-career individuals (aged 40 and above) with the skills and experience needed to build a long-term career in contact centre operations.

Upon satisfactory completion of all training requirements and the MCPP attachment, candidates will be offered full-time permanent employment with Terra Systems.

Total MCPP Duration

4 months

Training Allowance

S$2,100 per month

(CPF is not applicable during the training period)

One-Time Sign-On Bonus

S$500 upon successful completion of the 4 month MCPP duration

Post-MCPP Employment

Full-time permanent, subject to satisfactory performance

What You Will Do

• Handle and develop proficiency in multi-channel contact handling etiquette including phone, email, live chat and web form
• Maintain composure and professionalism when managing time-critical, high-stress calls from members of the public
• Accurately document all interactions using the call management system
• Adhere strictly to the client's standard operating procedures, Official Secrets Act (OSA) obligations and data protection requirements
• Report for duty at least 15 minutes before shift commencement

Working Hours

After an initial training period (conducted during office hours), the trainee will be deployed on a continuous rotating shift pattern consisting of two (2) consecutive workdays followed by two (2) consecutive days off.

Shift Times

The standard hours for this shift are overnight from 20:30 hours to 08:30 hours the following day

Who We Are Looking For

• Singapore Citizens or Permanent Residents aged 40 and above (MCPP eligibility requirement)
• Possess at least a diploma in any discipline
• At least 2 years of customer service experience
• Strong verbal communication skills with a calm, composed demeanour under pressure
• Meticulous with data entry and able to maintain accuracy
• Willing to sign the Official Secrets Act (OSA) Declaration and comply with all client security and confidentiality requirements
• Must be able to obtain and maintain client security clearance (employment is contingent on clearance approval)

What Happens After MCPP

Upon successful completion of the 4-month traineeship andmeeting all performance requirements, you will be offered a full-time permanent employment contract as a Contact Centre Agent withthe following benefits:

• Attractive salary
• Annual leave, medical and dental benefits
• Long-term career development within Terra Systems' growing contact centre operations

Tell employers what skills you have

Standard Operating Procedures
Web Forms
Bank Secrecy Act
Contact Centre
Relationship Management
Data Protection Legislation
Manage Contact
shifts schedules
Cantonese
Stress Management
Attention to Detail
Active Listening
Mobile Phones
Managing Calls
Customer Oriented
Email