Contract for Service Contact Centre Agent (Customer Service)

What the role is

Our Customer Service Department serves as the primary interface between our organisation and CPF members. As part of the Customer Service Team, you will play a crucial role in assisting CPF members in making well-informed decisions about their CPF savings by understanding and addressing their information needs with a professional and compassionate approach.

What you will be working on

. Provide comprehensive assistance to CPF members through various channels including phone calls, face-to-face interactions, email correspondence, delivering personalised service that addresses their enquiries about CPF schemes and services.
. Engage with CPF members in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships.
. Participate in essential training programmes and briefings to stay current with CPF policies and procedural changes, ensuring accurate and up-to-date service delivery.

What we are looking for

We value commitment and diverse language abilities in our Contract for Service (CFS) Agents. While not all requirements need to be met, the following qualities and capabilities will contribute to your success in this role:
. Possesses strong communication skills in colloquial Singaporean English, with proficiency in additional languages or dialects being an advantage.
. Shows aptitude for clear written communication and correspondence.
. Ability to solve problems, alleviate conflicts, and escalate issues tactfully.
. Capable of learning quickly and thinking on the spot to resolve any issues with a customer-first business mentality.
. Ability to provide support, answer questions, and resolve issues efficiently.
. Relevant experience in customer service environment.

Employment Type:
This is a flexible work arrangement position (i.e. not a full-time/contract position) where agents are engaged as independent contractors on a Contract for Service (CFS) basis. You will be:
. Remunerated based on the number of completed service interactions (either phone calls, emails correspondences or face-to-face interactions).
. Eligible for additional incentives upon for meeting KPIs.
. Greater flexibility in choosing your working hours within our operating hours.

This flexible arrangement is ideal for:
. Individuals seeking supplementary income with flexible hours
. Former customer service professionals looking for flexible work opportunities.

Working arrangement:
. Work location would be at:
CPF Tampines (For Call Centre Agents)
CPF Novena (For Correspondence Unit Agents)
Service Centres at Maxwell, Bishan, Woodlands, Tampines, or Jurong. (For Service Centre Agents)
.Jurong Service Centre will be temporarily closed from August 2025 to February 2026
Applicants, please indicate your preferred service channels (i.e. calls, correspondence/emails, and service centre) at the top of the resume that you will be submitting with the application. Example according to preference: 1) Correspondence/Email 2) Calls 3) Service centre

Comprehensive training will be provided at CPF Novena for up to 10 days to ensure you are well-equipped for the role.