Tele-centre Services Pte Ltd, a wholly-owned subsidiary of mainboard listed Hai Leck Holdings Ltd was established in 1999. Today, the Company operates a premium call centre with more than 350 employees in Singapore, and pride itself to have major multi-national companies and key government organisations across all industries as its valuable business partners.
Our parent company, Hai Leck Holdings Limited is a leading integrated provider of scaffolding, insulation, painting and engineering services for the utilities, oil and gas industries in Singapore.
Tele-centre attributes its success to the high quality customer service and innovative business solutions provided by its human capital, and its continuous pursuit of excellence in systems and processes.
1. Works as part of a team of Contact Centre Agents.
2. Supports colleagues to meet the required standards and objectives of the department by consistently providing cover and additional resources on an as needed basis.
3. Takes incoming telephone enquiries, complaints and questions from customers.
4. Uses appropriate listening, questioning and empathy skills presented in training and an appropriate professional attitude to gather the relevant information relating to the customer’s concern.
5. Recognizes the importance of telephone calls as a way of supporting and enhancing the client’s brand.
6. Works to agreed productivity and quality standards (example Log-on time, talk time, conversion rates, customer satisfaction monitors.)
7. Commits to resolve any query or concern in the course of the phone call using the agreed procedures, wherever possible.
8. Performs follow-up calls to customers as required to resolve an outstanding query.
9. Ensures that all commitment made on the call are delivered
10. Captures all relevant information on the CRM platform.
11. Ensures that enough information is captured and updated on internal systems so that a colleague can understand what occurred and been agreed on the call.
12. Explains the actions the Company will take, putting the customer’s mind at rest.
13. Participates fully in the team, takes part in regular team meetings and buzz sessions, gives feedback and ideas to colleagues and to the Team Leader.
14. Responds positively and openly to feedback from assigned mentor and colleagues, and puts into practice advice on how to improve.
15. Escalates any queries or unresolved issues, which cannot be completed within the agreed procedures.
16. Undertakes any administration tasks delegated by the assigned mentor
Internship is open to Diploma, Higher Nitec or Nitec students
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