Customer Service Officer/Executive

Are you passionate about making a genuine difference in people's lives? Do you pride yourself on turning everyday interactions into exceptional experiences? As our Customer Service Officer/Executive, you won't just be answering questions. You will be the welcoming face, the reassuring voice, and a trusted guide for those who need it most.

In this role, you will provide residents, families, and visitors with a welcoming and professional customer experience across All Saints Home. The role serves as a key point of contact for enquiries and feedback, coordinates service recovery and follow-up, and supports initiatives to improve the overall customer journey and service experience.

Key Responsibilities

1. Frontline Customer Service

• Attend to telephone, email, and walk-in enquiries in a professional and timely manner.
• Welcome residents, families, and visitors and assist them with information and directions.
• Understand customers’ needs and connect them with the appropriate department or staff member.
• Take ownership of enquiries and ensure proper follow-up when an enquiry cannot be resolved immediately.
• Provide a consistent and positive service experience across customer touchpoints**.**

2. Feedback, Service Recovery and Follow-up

• Receive, record, acknowledge and follow up on customer feedback and enquiries.
• Coordinate with relevant departments to obtain information and resolve issues and provide customers with timely updates.
• Support service recovery by addressing customer concerns appropriately and refer complex, sensitive or unresolved matters to the supervisor.
• Maintain accurate and complete records of customer interactions and follow-up actions.
• Identify recurring feedback or service gaps and highlight them to the supervisor for review and improvement.

3. Customer Administration

• Perform assigned customer-facing administrative and counter duties.
• Receive and process documents, payments, or requests in accordance with approved procedures.
• Maintain proper records and submit information to the responsible department promptly.
• Handle customer and organisational information with care and confidentiality.
• Ensure administrative processes supporting the customer journey are carried out accurately and efficiently.

4. Customer Experience and Service Improvement

• Support a welcoming, orderly and customer-friendly environment across ASH customer touchpoints.
• Assist with customer communications, surveys, feedback analysis, and other customer-experience initiatives.
• Observe and identify opportunities to improve the customer journey and make it easier for residents and families to obtain information and assistance.
• Highlight recurring enquiries and customer pain points or service issues to the supervisor.
• Support the implementation and follow-up of service-improvement initiatives.
• Where appropriate, contribute ideas and observations to improve service processes and the overall resident and family experience.

5. Service Standards and Teamwork

• Follow ASH’s customer-service standards, procedures and CARE values.
• Participate in customer-service and customer-experience training, coaching and continuous-improvement activities.
• Work closely with colleagues and other departments to provide coordinated and seamless customer support.
• Promote a customer-centric mindset when working with internal stakeholders and frontline teams.
• Provide operational coverage at other ASH locations when required.
• Carry out other customer-service and customer-experience duties appropriate to the role.

Requirements

• GCE O-Level, NITEC, Higher NITEC, diploma or equivalent qualification.
• Experience in handling customer feedback, complaints or service recovery is advantageous.
• Candidates with exposure to customer-experience (CX) or service-improvement initiatives will have an added advantage.
• Good written and spoken English.
• Ability to communicate in additional local languages or dialects is advantageous.
• Basic proficiency in Microsoft Office, email, and administrative systems.
• Able to communicate calmly, respectfully, and confidently with customers, including when handling concerns or difficult situations.
• Able to manage multiple tasks, follow through on customer matters and exercise appropriate judgement.
• Willing to work across ASH locations or rostered hours where required.