Officer, Centre Support (1-Year Contract)

We are searching for a polite, professional call support representative who will work closely with internal stakeholders to provide outstanding service and seek to create a positive experience for each of our parents.

Being the first point of contact to our parents, you will listen to parents to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response.

Job Responsibilities:

• Adherence to shift schedule
  
• Answering high volume inbound calls and responding to parent emails via various communication channels
  
• Maintaining a positive and helpful approach in the interactions with parent by providing accurate product/ service information (eg. Fees / Centre related matter).
  
• Responding efficiently and accurately to parents, explaining possible solutions, and ensuring that they feel supported and valued.
  
• Handle parents' complaints with empathy.
  
• Collaborating with other departments in the company to ensure requests are followed up and resolved according to service standard and established guidelines
  
• Maintain accurate records of interactions with parents
  
• Taking part in training and other learning opportunities to expand knowledge of company and position.
  
• Adhering to all company policies and procedures.
  
• Identifying and escalating issues to other departments/ team members/ supervisors when necessary and needed.
  
• Any other ad hoc duties assigned

Job Requirements:

• Minimum "O" Level holder
  
• Past experience in contact centre environment
  
• Excellent data entry and typing skills
  
• Superior listening, verbal, and written communication skills
  
• Ability to handle stressful situation appropriately
  
• Comfortable with technology and digital platforms
  
• Fluency in multiple languages will be an advantage