Project info

Call Centre Officer

Duties and Responsibilities:

  • Answer telephone, screen and direct calls and consequently relay messages to various departments.
  • Provide product information and advice customers on various inquiries.
  • Respond to customer inquiries channelled through email, or social media accounts (Facebook, LinkedIn, Twitter etc)
  • Prepare Certificate of clearance, letters and other supporting documents as required by customers while adhering to set guidelines.
  • Updating customer request pending logs and calculation of the response time for all pending requests.
  • Cross-check disputes’ pending logs and escalate any dispute deviating from the set SLA.
  • Coordinate and respond to customer requests sent through agents/ACPs.
  • Any other task that the Management may allocate

Professional Qualifications:

  • Bachelor’s degree.
  • Proficiency in computer packages preferable Ms Word, Ms Excel, and Ms Powerpoint

Knowledge & Experience:

  • Knowledge of Call Center Management
  • Knowledge in identifying customer service trends and implementing change.


  • Communication skills
  • Interpersonal skills
  • Negotiation skills
  • Be a team player
  • Attention to detail