- Respond to general enquiries on licensing-related matters such as whether the caller needs to apply for a licence and the criteria and conditions for each licence;
- Respond to other general matters related to the department such as operating hours, modes of payment and counter operation hours;
- Provide customer service support for all licensing related enquiries such as providing caller with the status of licence application, providing step-by-step guidance on how applicants may submit online licence applications, advise applicants on the information required to complete the application form as well as the supporting documents required;
- Assist callers in resolving any general difficulties faced in completing the online forms or usage of computerised systems provided by the Authority;
- Advise callers on how to modify the computer configuration to successfully e-file an application; n. Make outgoing calls in response to general enquiries on licence applications and status of applications;
- Direct calls with specific enquiries to the relevant officers. Examples of such queries are reasons for rejection of licence application, reason for curtailment of operating hours and queries on policy matters;
- Report directly to the Contractor in the event of unforeseen occurrences such as reporting sick or inability to report for duty for any reason;
- Ensure that the hotline is always manned during working hours
- Always observe confidentiality for all calls and information received during the course of work.
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