Call Agent (5.5 day work week, 2 year contract renewable)

Location: Institute of Adult Learning, near Paya Lebar MRT
Work Hours:5.5-day work week

Weekdays:
0830hrs to 1730hrs (incl of 1-hour dinner)

Sat:
0830hrs to 1230hrs (no lunch) OR
1230hrs to 1630hrs (no lunch)

Job Description:
1. Understand and able to explain to enquiries on the policies, terms and conditions for all courses conducted by Institute of Adult Learning.

a. Entry Requisites for all WSQ and non-WSQ Programmes
b. Able to understand and explain the schedules
c. Types of Credit Exemptions
d. Types of Fundings
e. Troubleshoot level 1 IT issues

2. Ensure proper closure/follow-through of all queries submitted via emails, calls and website through the Customer-Relationship-Management (CRM) system within the stipulated KPIs.

3. Timely escalation of cases to relevant officers for directions.

Skills and Competencies:
1. Confident and comfortable working with IT systems; emails, training management system, and customer relation system.

2. Competent in using MS Words and Excel for reports generation.

3. Requires logical and analytical thinking.

4. Good communication skills.

Personality:
1. Independent

2. Able to work well in a team

3. Performance-driven

Pre-requisites:
1. Diploma and above

2. Good command of English language; spoken and written (English language is the main language used in communication with the public and learners.)

3. Prior experience in similar industries preferred.