Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

Become a Basic Member for free. Click Here

Article : A Day in the Life of a Customer Service Officer By Catherine Villa in Singapore


Catherine Villa, a Customer Service Officer with NTUC Income Contact Centre in Singapore shares her story with on what it's like to work in her shoes for a day.

A box of chocolates. It is a GIFT! I say to you.

Imagine that you are holding a box of chocolates wrapped beautifully with a red ribbon bow given by a dear friend on some random day. You are surprised! You feel the excitement - you suddenly feel your blood rushing through your veins eager to know and taste what is inside the box. It is a GIFT definitely! Then you find out after opening it that you have a wide variety of flavours inside, some of which you do not fancy but then you see your favorites. You have got dark chocolates, rum raisins, strawberry, coconut, durian flavour and a lot more. It is a GIFT definitely for me!

Everyday as I travel to work I always wonder what is in store for me, just the same as the box of chocolates, I should say. I feel the anticipation, excitement and eagerness to start my eight hour work shift. So I sit at my station, turn on my computer and wait for a call to come in. I guess it is human nature to hope that everything goes smoothly as what we have planned for the day. Of course, it is not always your favorite chocolate that you will be having when someone gives you one. It is not always a walk in the park and it is not a piece of cake either.

I will not use the word "difficult or hard" to describe my day or my role as part of the contact centre world as a customer service officer but I would say that it is exciting, colourful, flavourful and a roller coaster ride at the same time. I remember a policy holder called in not too long ago. Of course, how can I forget someone who gave me so much to remember? We are of the same name. Cathy. The bulk of our conversation mainly consists of her talking about what she wants done. But do not get me wrong, she is quite nice and she knows what she wants. She had requested for a document that she needed urgently so much so the next day. According to her, the document needs to be submitted to her bank so she can avoid some penalties. Some would even say what we do is easy, since we only sit and answer calls the entire day but then, you see, it’s not always the case. For Ms. Cathy, it is a different story. She is kind of special and that I will not forget for a long time.

Having said that, I need to stand up and move. So, I stood up walked over to our Admin officer, collaborated with her so she can prepare the document that the policy holder needs. Since she urgently needs to receive the document, I had to arrange a doorstep delivery. Everybody is busy attending to other customers’ concerns so I need to step up and do what needs to be done. At that time, my priority is for her to receive the document the next day. I managed to get permission to go to the nearest post office. Alas! I have dropped it in the mail box and hoped that she receives it the next day. Fingers crossed. The next day, sometime in the afternoon my colleague received a call from her. She was looking for me. I did not get to talk to her though. I was on a call with a different customer. She told my colleague to tell me that she received the document and she is thankful.

What I did for the customer is not something extravagant but helped her greatly. What I did is a simple act which made a difference. It is a two-way win I should say. I was able to help her and it felt rewarding.

In this roller coaster ride, I know that I am handed a beautifully wrapped gift. The gift of being part of the contact centre which I will graciously embrace everyday. The gift of rare opportunity to be able to extend help to people I have not even met in person and if I am lucky enough I also get to touch people’s lives every day. I may not like everything that I get whenever I receive a call but it is all worth it, every minute, every second of my day.

Somebody even told me that I should write something funny but I chose not to write funny things about what I do or how I spend my day at work. My day can be funny at times but I would like to describe it with passion and pride.

So everyday, "A Day in the Life of a Customer Service Officer" – I get to receive a precious, priceless and a very rare GIFT as a Customer Service Officer, like that of a box of chocolates, full of surprises, excitement, challenges and a lot more. You will never know what you are going to get. All you have to do is to enjoy it.


About Catherine Villa:
Catherine Villa is a Customer Service Officer with NTUC Income and is based in Singapore.

About Income:
Company LogoNTUC Income, a co-operative insurance society formed in 1970, was initiated by Dr. Goh Keng Swee. With a modest capital of S$1.2 million, we have become a leader in Life and General Insurance with total assets of S$21.3 billion. Today, we have more than 1.8 million policyholders placing their trust in NTUC Income Insurance Co-operative.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Team Names

Read today's tip or listen to it on podcast.

Published: Monday, October 24, 2016

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automated Call Distributors

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =