Senior Customer Service Officer
Job Summary
As a Customer Relations Associate, your role is pivotal in shaping a positive and enriching experience for both internal and external customers. You will serve as a key touch point across customer service, administrative efficiency, and team collaboration. The position involves maintaining a safe learning environment while ensuring high-quality service delivery.
Responsibilities
- Manage customer inquiries via various channels
- Maintain high service satisfaction and build rapport
- Perform administrative tasks and process fee payments
- Ensure student safety and smooth daily operations
Required Skills
- At least 1 year customer service experience
- Proficient in MS Office (Word and Excel)
- Strong communication and interpersonal skills
- Ability to work rotating shifts including weekends
Job Details
Key Responsibilities:
Customer Service:
- Attend to customer inquiries via walk-in, chat, phone, and email in a prompt and proactive manner.
- Understand customers’ needs and maintain a high level of customer service delivery and satisfaction.
- Create a warm and high-quality customer service experience while establishing rapport with customers.
- Work closely with other departments to meet customer needs and enhance service quality.
Administration:
- Keep detailed and accurate records of customer interactions, transactions, and documentation.
- Process monthly fee payments into the system.
- Provide administrative support to teachers.
- Ensure the safety and well-being of all students at the Centre.
- Ensure smooth daily operations at the centre.
- Handle any other ad-hoc projects or assignments as assigned.
Requirements & Skills:
- Able to work 4 weekdays (1.15pm - 9.45pm), and 1 weekend (8.15am - 6.45pm).
- GCE ‘O’ Level, NITEC Certificate, Diploma, or Degree in any field.
- Proficient in MS Office (Word and Excel).
- At least 1 year of customer service-related working experience.
- Strong customer-focused personality and mind-set.
- Pleasant and cheerful disposition with excellent interpersonal communication skills.
Benefits:
- Variable bonus.
- Medical, Dental & Hospitalisation/Surgery benefits.
- Structured career & salary progression.
- Wide range of staff awards (long service, best rookie, most innovative etc).
- Attractive staff discounts for MS programmes.
- MS Gifts to Staff (Birthday, CNY, Teachers' Day, etc).
- Employee Health Programme (In partnership with HPB).
- Waiver of fees for MS programmes (for MS staff serving at least 5 years).
- Free public speaking training (Mind Stretcher Toastmasters).
- On-the-job training & Structured Training.
- Free Staff Welfare events (D&D, CNY celebrations, Staff Bonding etc).
- Monetary incentives for Teachers & Sales Staff.
- Corporate Discounts (Telcos, Computer & Peripherals, Hotel).
- Staff/ Student Referral Incentive Scheme.