CALL CENTRE AGENT (HOME+) 客户服务中心 (HOME+)

JOB PURPOSE

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 Services 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.

Please be aware that the candidate must be able to converse in Mandarin, as we are currently filling vacancies for call agents who specialise in assisting isolated seniors that speak Mandarin or a Mandarin dialect (Hokkien, Cantonese). 

HOME MONITORING AND ELDERCARE (HoME+) 

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.

PRINCIPAL ACCOUNTABILITIES

Operation Support
● Addressing 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.

Administration Support
● 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.
● Execute any additional administrative tasks as delegated by the supervisor.

Any Other Duties
● Engage in or actively participate in department and society events or activities, contributing to the overall unity and success of collective initiatives.
● Attend to HoME+ activation as required, ensuring the smooth integration and functionality of the program as part of regular duties.
● Take on any ad-hoc projects as assigned, showcasing flexibility and a proactive approach to contribute to the accomplishment of organizational objectives beyond routine responsibilities.

ADDITIONAL SKILLS AND KNOWLEDGE

● Skilled in both verbal and written English, showcasing the ability to communicate effectively.
● Mastery of a native language or dialect offers an additional advantage for versatile communication.
● Proficient in computer skills, skilled in utilizing a variety of software and technology tools to optimize job performance.
● Robust interpersonal and organizational abilities, cultivating positive relationships and effective task management.
● Exhibiting meticulous attention to detail to ensure precision in all tasks and deliverables.
● Outstanding multitasking skills, adept at managing numerous responsibilities concurrently.
● Proactive with a strong initiative, showcasing a self-driven approach to tasks and responsibilities.

DESIRED BEHAVIOR

● Capable of working independently while maintaining strong interpersonal skills to effectively connect with individuals at all levels within and outside the organization.
● A dedicated emphasis on tasks and outcomes, exemplifying a results-oriented approach to work assignments.
● Proactively takes initiative and fosters a collaborative spirit, contributing to teamwork and going above and beyond the defined job scope to achieve common goals.
● Flexible and adaptable to changing needs on the ground, demonstrating responsiveness to evolving situations and requirements.

QUALIFICATIONS AND EXPERIENCE

● Have a 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.
● Proficient in relevant computer applications.
● Able to commit to rotating shift hours (3 Rotating Shift Timings - Day (0700 - 1600) , Afternoon (1500 - 0000) and Night (2300 - 0800))