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Call Centre Agent (Clerk)

Bandar Seri Begawan, Brunei Darussalam

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Division: IV

Salary Scale: D1 - D6 (B$ 530.00 - B$ 1,785.00)

Application Deadline: 28/09/2026


The Role

Serve as a primary point of contact for TAP members and employers by providing professional and responsive support over the telephone. The role handles enquiries, resolves routine issues, provides accurate information, maintains service records and escalates complex cases while delivering a positive customer experience.

Branch Unit

UNIT / DEPARTMENT

Customer Service

SERVICE AREA

Clerk

EMPLOYMENT TYPE

Permanent

EMPLOYMENT TYPE

Key Responsibilities

  • Receive and respond promptly to calls from members and employers, verify required details and understand each enquiry before providing assistance.
  • Provide clear and accurate information on TAP-administered schemes, services and digital channels using current approved guidance.
  • Resolve routine enquiries at the first point of contact where possible and escalate complex, unresolved or sensitive cases appropriately.
  • Make follow-up calls, coordinate with relevant teams and keep members or employers informed when further action is required.
  • Maintain complete and accurate call details, case notes, outcomes and follow-up actions in approved customer service systems.
  • Prepare daily and periodic reports on call activity, pending follow-up and recurring service issues.

Core Competencies

  • Clear verbal communication, active listening and empathy.
  • Problem-solving, complaint handling and conflict resolution.
  • Accuracy, attention to detail, confidentiality and professionalism.
  • Teamwork, time management, multitasking, adaptability and composure under pressure.

Qualifications and Added Advantages

  • GCE O-Level or equivalent with at least three credits, including Bahasa Melayu and English Language or equivalent subjects.
  • A credit in at least one of the following subjects: Accounting, Mathematics, Computer Studies or Economics.
  • Comfortable handling telephone enquiries and using email, digital portals and online customer service systems.
  • Ability to communicate in Mandarin would be an added advantage.
  • Possession of a valid Class 3 driving licence and access to own transport would be an added advantage.
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