Customer Service Executive

Job Duties & Responsibilities

Deliver quality customer service:

1.     Manage feedback, complaints and services requested by the residents professionally and liaise with the relevant departments to follow-up on outstanding matters.

2.     Guiding frontline team (Customer Service Officers) on handling escalated complaints and delivering excellent customer service.

3.     Act as back-up operational support and ready to be deployed to either the call center, reception, or cashier across all offices.

Team management:

1.     Manage Customer Service team duty roster and leave planning to ensure smooth business operations.

2.     Provide orientation, guidance and conduct training for the Customer Service team (when required) to deliver quality customer service and frontline assistance by sharing useful and correct information and advice to stakeholders such as callers, walk-in residents, contractors, etc., to create a positive and satisfying customer experience.

3.     Work cohesively within and across departments to seek for continuous improvements of work processes or instructions to increase productivity and enhance teamwork.

Performance Management/ Administrative duties:

1.     Perform statistical analysis and report generation for departments, Council wide performance and ad hoc requirements.

2.     Oversee and perform general administrative duties supporting all departments, including but not limited to onboarding / offboarding clearance formalities, general office maintenance.

3.     Assist in procurement matters and replenishment of office supplies. Handle invoices and office maintenance contracts, following company policies and procedures.

4.     Oversee and follow-up on emails received in Customer Service Officer (CSO) and Service Quality mailbox.

5.    Any ad-hoc duties assigned by your supervisor.

Job Requirements:

1.     Minimum Degree in Business Administration or equivalent qualifications.

2.     Preferably at least 2 years of experience in a customer service role, with demonstrated ability to handle feedback and complaints professionally. Fresh graduates with willingness to learn and contribute will be considered.

3.     Competent in statistical analysis and Microsoft Excel.

4.     Prior experience in a supervisory or team lead capacity is highly advantageous, but not a must.

5.     Excellent written and verbal communication skills.

6.     Strong organizational skills and attention to detail, capable of managing multiple tasks and prioritizes effectively.

7.     A team player with strong interpersonal skills, able to collaborate effectively across departments and engage with diverse staff members.

8.     Proactive, resourceful, and able to work independently to resolve issues and improve processes.

9.     Flexibility to provide back-up support as front line staff (e.g. call centre, reception, cashier) as required.