Call Centre Agent
Singapore Red Cross Society
Posted 10 days ago
About the role
The HoME+ Call Centre Agent is responsible for providing efficient 24/7 operational support to the Call Center element within the Home Monitoring and Eldercare (HoME+) program under the Community Engagement Department of the Singapore Red Cross.
This role primarily focuses on receiving inquiries, managing home assessments, monitoring of call center dashboard and social/welfare check on clients in the programme.
This is a full-time, contract role.
About us
Home Monitoring and Eldercare (HoME+) is a 24/7 monitoring system using sensors placed around the home. When inactivity is detected or when the user activates the panic button, the Red Cross' call center is notified immediately. Depending on the situation, community responders or the SCDF (for emergencies) will be dispatched to provide assistance.
Key responsibilities
Address inquiries from the general public or internal referrals related to interest in the HoME+ Program
Coordinate home assessments for both existing and prospective clients, assess their requirements, provide assistance, and supervise the installation of HoME+ devices
Monitor the Call Centre Dashboard and respond in accordance with Standard Operating Procedures, addressing each situation in adherence to necessary protocols
Conduct social and wellbeing check-up calls to clients
Assist in volunteer recruitment and engagement activities, cultivating a positive and collaborative relationship with volunteers to enhance the effectiveness of the program
Respond promptly to general program inquiries and provide assistance through both email and phone calls with informative and helpful responses
Precisely and promptly update clients' biographical data
Ensure coordination of home assessments and device installations
Perform routine social and wellbeing checks on clients via phone calls, providing assistance and facilitating additional support from other programs as necessary
Engage in or actively participate in department and society events or activities, contributing to the overall unity and success of collective initiatives
About you
Minimum qualification of O Level/Nitec/Higher Nitec/Diploma from a recognized institution
Preferably, possess a minimum of 1 year of experience in customer service and/or call center roles
Skilled in both verbal and written English, showcasing the ability to communicate effectively
Proficient in computer skills, skilled in utilizing a variety of software and technology tools to optimize job performance (Google, Microsoft Excel/Google Sheets, Microsoft Word/Google Docs)
Exhibiting meticulous attention to detail to ensure precision in all tasks and deliverables
Outstanding multitasking skills, adept at managing numerous responsibilities concurrently
Able to commit to rotating shift hours (9am - 9pm & 9pm - 9am)
Ability to communicate in Mandarin is an advantage, as we have a large pool of Mandarin speaking beneficiaries
Flexible and adaptable to changing needs on the ground, demonstrating responsiveness to evolving situations and requirements
Capable of working independently while maintaining strong interpersonal skills to effectively connect with individuals at all levels within and outside the organization
About Singapore Red Cross Society
The Singapore Red Cross Society is part of a world-wide, non-political, non-religious movement that commits its work on the fundamental principles of humanity, impartiality, neutrality, independence, voluntary service, unity and universality.
As an independent humanitarian organisation, we raise our own funds in serving humanity and in furthering the work of the Red Cross locally and internationally.
We are dedicated to protecting human life and dignity, relieving human suffering and responding to emergencies.
We are looking for exceptional individuals who share our vision of Serving Humanity and Saving Lives.