Outreach Executive (Novena/ Gov)

Role Overview

Outreach Executive is responsible for handling outgoing household calls, providing accurate information, resolving enquiries, and ensuring a positive customer experience. This role requires strong communication skills, patience, and the ability to manage customer concerns efficiently and professionally.

Key Responsibilities

• Handle outgoing calls promptly and professionally.
• Respond to respondent's enquiries regarding products, services, policies, or account information.
• Provide accurate information and guide respondent through troubleshooting steps when needed.
• Escalate complex issues to relevant departments or supervisors.
• Record all respondent interactions and details accurately in the system.
• Follow established workflows, scripts, and service standards.
• Ensure high levels of respondent satisfaction and maintain a service-oriented approach.
• Perform follow-up calls when necessary to close cases or provide updates.
• Adhere to confidentiality, data protection, and company compliance standards.

Job Requirements

• Minimum GCE "A" level /Diploma/Equivalent qualification.
• Singaporean only
• Prior call center or customer service experience is an advantage but not required (training provided).
• Strong communication skills; additional languages are a plus.
• Customer-focused, patient, and able to handle challenging conversations.
• Able to multitask and work in a fast-paced environment.
• Basic computer literacy and experience using customer service systems/CRM tools.

Key Skills

• Excellent verbal communication
• Active listening
• Customer service and problem‑solving
• Data entry accuracy
• Ability to stay calm under pressure
• Positive and professional attitude