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Emergency Response Contact Centre Agent

salary Salary :

$2,400 - 2,400 monthly

icon briefcase Job Type : Full Time

Number of Applicants

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000+

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Job Description - Emergency Response Contact Centre Agent

About the Role

Terra Systems Pte Ltd is hiring for the position of Emergency Response Contact Centre Agent to support a National Crisis & Emergency Hotline Operations Centre. This role is offered under the Workforce Singapore (WSG) Mid-Career Pathways Programme (MCPP), a structured 4-month traineeship designed to equip mature mid-career individuals (aged 40 and above) with the skills and experience needed to build a long-term career in emergency contact centre operations.

Upon satisfactory completion of all training requirements and the MCPP attachment, candidates will be offered full-time permanent employment with Terra Systems.

Training Period & Commitment

On-the-Job Training (OJT)

15 June 2026 – 3 July 2026

Total MCPP Duration

4 months

Training Allowance

S$2,400 per month

(CPF is not applicable during the training period)

One-Time Sign-On Bonus

S$500 upon successful completion of the 4 month MCPP duration

Post-MCPP Employment

Full-time permanent, subject to satisfactory performance

⚠️ Important: During the OJT and MCPP duration, trainees are required to strictly adhere to the training hours at the Operations Centre. Attendance and punctuality are critical operational requirements given the life-safety nature of the emergency hotline.

What You Will Do

  • Handle inbound emergency calls on the National Crisis & Emergency Hotline, conducting call triage and coordinating appropriate emergency response in accordance with the client's protocols
  • Maintain composure and professionalism when managing time-critical, high-stress calls from distressed members of the public
  • Accurately document all emergency interactions and incident reports in real time using the call management system
  • Adhere strictly to the client's standard operating procedures, Official Secrets Act (OSA) obligations and data protection requirements
  • Report for duty at least 15 minutes before shift commencement

Shift Schedule

After training, this role operates on a 24/7 rotating 4-shift cycle inclusive of weekends and public holidays:

Day Shift: 0815 hrs – 2015 hrs

Night Shift: 2015 hrs – 0815 hrs (next day)

Rest Days: 2 days per 4-day cycle

Deployment location: SCDF UBI

Training Requirements

  • Minimum 90% attendance of the 3-week training is mandatory
  • Trainees must achieve a minimum score of 85% in the client's end-of-training assessment to proceed to deployment
  • Candidates who score between 80%–84% may, at the client's discretion, undergo an additional week of training with re-assessment
  • Candidates who do not meet the minimum score after all permitted re-assessments will not proceed to deployment and the traineeship will lapse

Who We Are Looking For

  • Singapore Citizens or Permanent Residents aged 40 and above (MCPP eligibility requirement)
  • Able to commit to a 24/7 rotating shift schedule including nights, weekends and public holidays
  • Strong verbal communication skills with a calm, composed demeanour under pressure
  • Meticulous with data entry and able to maintain accuracy during live emergency calls
  • Willing to sign the Official Secrets Act (OSA) Declaration and comply with all client security and confidentiality requirements
  • Must be able to obtain and maintain client security clearance (employment is contingent on clearance approval)
  • Prior contact centre or customer service experience is advantageous but not required

What Happens After MCPP

Upon successful completion of the 4-month traineeship and meeting all performance requirements, you will be offered a full-time permanent employment contract as a Emergency Response Contact Centre Agent with the following benefits:

  • Attractive salary with shift allowance and variable component
  • Annual leave, medical and dental benefits
  • Long-term career development within Terra Systems' growing contact centre operations
Original job Emergency Response Contact Centre Agent posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
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About the Company

TERRA SYSTEMS PTE. LTD.

TERRA SYSTEMS PTE. LTD.

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