Contact Centre Officers

About the Role

Terra Systems Pte Ltd is seeking Contact Centre Agents to support a growing set of contact centre operations serving both government and commercial projects. The position is part of the Workforce Singapore (WSG) Mid-Career Pathways Programme (MCPP), a structured four-month traineeship created to help mature mid-career individuals build practical skills and gain industry experience for a longer-term career in contact centre work.

Successful trainees who complete the programme and meet the required standards will be considered for full-time permanent employment with Terra Systems.

Programme Details

Total MCPP duration: 4 months.

Training allowance: S$2,200 per month, with CPF not applicable during the training period.

One-time sign-on bonus: S$500 after successful completion of the four-month MCPP duration.

Post-MCPP outcome: full-time permanent employment, subject to satisfactory performance.

Important note: During the OJT and MCPP period, trainees must follow the assigned training hours and work schedule strictly. Reliable attendance and punctuality are essential operational requirements.

Role Overview

In this position, you will respond to customer enquiries across several service channels and ensure every interaction is handled accurately, professionally, and in line with service expectations.

Work Schedule

The role normally follows office hours, although timings may change depending on the project assigned. Standard working hours are Monday to Friday, 8:00am to 6:00pm.

Some projects may run on a 24/7 basis and may require rotating shifts.

Eligibility

This opportunity is intended for Singapore Citizens or Permanent Residents who are aged 40 and above and meet the programme criteria.

Other Requirements

Candidates should be comfortable working standard weekday office hours and, where needed, after-office-hours shifts.

You should have strong spoken and written communication skills, good listening and problem-solving ability, and a service-oriented approach with professionalism and empathy.

Accuracy matters in this role, especially for data entry and case documentation, so attention to detail is important.

Basic computer literacy is required, including familiarity with Microsoft Office, email, and internet use.

Previous contact centre or customer service experience is helpful, though it is not mandatory.

Candidates must also be willing to sign the Official Secrets Act (OSA) Declaration and comply with client confidentiality and security requirements wherever applicable.

Post-MCPP Employment Benefits

After successful completion of the traineeship and all performance requirements, trainees may be offered a permanent role with benefits including competitive basic pay, performance bonuses, annual leave, medical and dental coverage, and the chance to grow a long-term career within Terra Systems’ expanding contact centre operations.

Application Instructions

Interested candidates who meet the eligibility criteria should send their resume to [email protected] and contact the HR Department. Please use “MCPP – Contact Centre Agent” as the email subject.

Responsibilities

• Answer incoming calls and reply to enquiries in a prompt, courteous manner.
• Handle questions received through email, live chat, and web forms while following service standards.
• Assist with enquiries at the physical customer service counter in line with the required standards.
• Listen carefully to identify customer needs and provide correct information.
• Record and monitor all customer interactions in the CRM system.
• Follow standard operating procedures and escalation guidelines.
• Keep case notes, records, and supporting documentation accurate and up to date.
• Work toward both individual and team KPIs and SLAs.

Requirements

• Must be a Singapore Citizen or Permanent Resident aged 40 years and above.
• Able to work regular office hours and, if needed, additional after-hours shifts.
• Strong verbal and written communication abilities.
• Good active listening and problem-solving skills.
• Customer-focused, professional, and empathetic in approach.
• Careful with data entry and able to maintain high accuracy.
• Comfortable using basic computer tools such as Microsoft Office, email, and internet browsers.
• Prior experience in customer service or a contact centre is an advantage but not essential.
• Willing to sign the OSA Declaration and follow confidentiality and security rules where required.

Perks

• S$2,200 monthly training allowance during the 4-month MCPP period.
• S$500 one-time completion bonus after successful programme completion.
• Opportunity to transition into a full-time permanent role.
• Competitive salary, performance bonuses, annual leave, medical benefits, and dental benefits after MCPP.
• Long-term career growth within Terra Systems’ contact centre operations.