Tele-Counsellor (Contact Centre)

Job Descriptions:

- Provide professional, accurate and prompt response to participants (Ptcp) or members of the public (MoP) on their enquiries, technical assistance via voice calls, emails, live chats, etc.

- Understand the needs of Ptcp/MoP and provide timely and accurate information/assistance.

- Coordinate and liaise with relevant stakeholders to ensure issues/queries are followed up and resolved.

- Enter details of all the interactions accurately in the designated interaction management system.

- Maintain good soft skills throughout their interactions with Ptcp or MoP

- Follow up on cases that have been forwarded to POCs/external stakeholders and ensure that resolution is being provided to MoP.

Job Requirements:

- Good communication skills in English and Mandarin
- 2 years of mandatory contact centre experience
- Proficiency in other languages/dialects may be required depending on programme requirements
- Proficient in Microsoft Office applications
- Ability to handle difficult interactions in a professional manner