Contact Center Officers

About the role

Terra Systems Pte Ltd is hiring for the position of Contact Centre Agent to support our growing contact centre operations across multiple government and commercial projects. 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 the contact centre industry. 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$2,200 per month (CPF not applicable during training) 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 ⚠️ Important: During the OJT and MCPP duration, trainees are required to strictly adhere to the training hours and work schedule. Attendance and punctuality are critical operational requirements.

Responsibilities

• As a Contact Centre Agent, you will handle inbound enquiries across multiple channels, including:
• Answering incoming calls and responding to enquiries professionally and promptly
• Managing email, live chat, and web form enquiries in accordance with service standards
• Managing physical customer service counter enquiries in accordance with service standards
• Listening actively to understand customer needs and provide accurate information
• Logging and tracking all customer interactions in the contact centre CRM system
• Following standard operating procedures (SOPs) and escalation protocols
• Maintaining accurate records and documentation for all cases
• Meeting individual and team Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
• Shift Schedule
• Typically this role operates during office hours, however, it may differ based on assigned projects.
• Monday - Friday: 8:00am - 6:00pm (Normal office hours)
• (Note: Shift timings may vary depending on the project assigned. Some projects operate on a 24/7 schedule and may require rotating shifts.)
• Who We Are Looking For
• We are looking for mature, motivated individuals who are ready to build a long‑term career in the contact centre industry.
• Eligibility (MCPP Requirements):
• Singapore Citizen or Permanent Resident
• Aged 40 and above
• Other Requirements:
• Able to work standard office hours (Monday - Friday) and after office hours shift (if necessary)
• Strong verbal and written communication skills
• Good active listening and problem‑solving abilities
• Customer‑oriented mindset with a professional and empathetic approach
• Meticulous with data entry and able to maintain accuracy
• Proficient in basic computer skills (Microsoft Office, email, internet)
• Prior contact centre or customer service experience is advantageous but not required
• Willing to sign the Official Secrets Act (OSA) Declaration and comply with client security and confidentiality requirements where applicable
• What Happens After MCPP
• Upon successful completion of the 4‑month traineeship and meeting all performance requirements, trainees will be offered a full‑time permanent employment contract as a Contact Centre Agent with the following benefits:
• Competitive basic salary
• Performance bonuses
• Annual leave, medical and dental benefits
• Long‑term career development within Terra Systems' growing contact centre operations
• How to Apply
• Interested candidates meeting the MCPP eligibility criteria may apply by sending their resume to:
• 📧 hr@terra.systems
• 📞 Contact HR Department
• Please indicate "MCPP - Contact Centre Agent" in the subject line.

Additional Information

1. JOB DESCRIPTION Job Description & Requirements

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