Responsibilities
· Respond to customer enquiries and feedback via different touchpoints such as hotline, emails, face-to-face interactions and live chat in a timely and professional manner
· Collaborate with various teams and stakeholders to identify appropriate actions and resolve customer feedback and drive implementation of improvement initiatives
· Escalate issues to supervisors to ensure timely and appropriate actions are taken to resolve customer feedback and enquiries
· Create and update documentation and resources including Standard Operating Procedures, training materials and knowledge base articles
· Assist in mapping as-is customer experiences, interactions, and touchpoints to gain a comprehensive understanding of the existing customer journey
· Maintain accurate and up-to-date records of customer interactions and transactions, including records of lost and found property, in the CRM system
· Perform administrative tasks such as preparation of customer care reports and meeting minutes, management of office inventory and submission of billing-related documents
· Assist in establishing processes for collecting and analysing customer feedback, surveys and data analytics to gain insights into customer behaviour and preferences, driving data-driven decision making
· Identify opportunities and provide insights with proposed recommendations to enhance customer experience and improve processes
· Prepare regular reports and presentations, highlighting progress and areas for improvement, to the management
· Support and execute any ad-hoc duties and projects as assigned or required
Requirements
· Diploma/ Bachelor’s degree in any field or equivalent
· Minimum 2 years of experience in customer service, preferably in a fast-paced environment
· Customer-centric mindset with a passion for delivering exceptional experiences
· Proficient in organisational skills to manage customer records, documentation and administrative tasks
· Possess excellent communication skills, both written and verbal, with the ability to communicate effectively with customers and all levels of the organisation
· Ability to work well in a team or independently
· Strong organisational skills with the ability to multi-task and adapt to changes in a highly dynamic work environment
· Pro-active, self-motivated and keen learner
· Willingness to work on weekends and Public Holidays as required
Location
National Stadium
Working Arrangement
Mon to Fri: 830am – 6pm
*Must be comfortable in shift work & work during weekends if required*
Benefits
18 days Annual Leave
AWS + Bonus
HP allowance
Flexible allowance
