Contact Centre Agent

About the Role

Terra Systems Pte Ltd is hiring for the position of Contact Centre Agent. 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 contact centre operations.

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$2,100 per month (CPF is not applicable during the training period)

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

What You Will Do

• Handle and develop proficiency in multi-channel contact handling etiquette including phone, email, live chat and web form
• Maintain composure and professionalism when managing time-critical, high-stress calls from members of the public
• Accurately document all interactions using the call management system
• Adhere strictly to the client's standard operating procedures, Official Secrets Act (OSA) obligations and data protection requirements
• Report for duty at least 15 minutes before shift commencement

Working Hours

After an initial training period (conducted during office hours), the trainee will be deployed on a continuous rotating shift pattern consisting of two (2) consecutive workdays followed by two (2) consecutive days off.

Shift Times

The standard hours for this shift are overnight from 20:30 hours to 08:30 hours the following day

Who We Are Looking For

• Singapore Citizens or Permanent Residents aged 40 and above (MCPP eligibility requirement)
• Possess at least a diploma in any discipline
• At least 2 years of customer service experience
• Strong verbal communication skills with a calm, composed demeanour under pressure
• Meticulous with data entry and able to maintain accuracy
• Willing to sign the Official Secrets Act (OSA) Declaration and comply with all client security and confidentiality requirements
• Must be able to obtain and maintain client security clearance (employment is contingent on clearance approval)

What Happens After MCPP

Upon successful completion of the 4-month traineeship andmeeting all performance requirements, you will be offered a full-time permanent employment contract as a Contact Centre Agent withthe following benefits:

• Attractive salary
• Annual leave, medical and dental benefits
• Long-term career development within Terra Systems' growing contact centre operations