Customer Service Officer

Job type: Full time

Roles and Responsibilities

• Manage corporate account clients and resolve feedback, complaints or conflicts.
• Handle general enquiries and registration including walk-in customer at the counter.
• Manage training administration such as course registration and verification of trainees’ entry requirements and supporting documents, feedback, learning outcome surveys, systems administration, logistics arrangement, and any other administrative duties.
• Ensure to follow outstanding payment from customers and closely work with finance team to close the outstanding payment from customer.
• Ensure proper and complete records for filing (including all hard copy and e-filing) for all training registrations.
• Be proactive in responding and managing enquiries such as promptly attending to email enquiries and phone calls regarding examination results, certificates and/or cards status etc after verifying caller’s identity and payment status.
• CSO is responsible for the Enrolments and payment follow ups from customers.
• Monitor and measure the satisfaction of clients and trainees and follow up with companies and trainees on learning outcome survey forms, compiling the data and preparing analysis for Principal’s review.
• Liaise with trainers (full time and associates) and business partners to develop and plan training calendar, seminars, workshops and events and other training matters.
• Adhere to requirements by relevant authorities (such as MOM, LSP, SSG, IRCA, CPE) and company policies.
• Ensure proper handover to respective departments and relevant persons in the process flow.
• Provide monthly reports for management review.

Requirements:

• Work days are from Mon-Fri, 9am to 6pm and either Sat or Sunday each week from 9am-1pm.
• Highly self-motivated to achieve KPIs.
• Possess strong work ethics and keep information confidential.
• Excellent communication skills with ability to adapt tone and approach across different channels.
• Strong problem-solving abilities with a solution-oriented mindset.
• Proven track record of working effectively in fast-paced, team environments.
• Exceptional customer service attitude with genuine commitment to creating positive experiences.
• Detail-oriented with excellent organizational and follow-up skills.
• Proficiency with CRM systems and digital communication tools.
• Ability to prioritize tasks and manage multiple inquiries simultaneously.
• Resilience and adaptability when handling challenging situations.
• Minimum qualification of GCE ‘O’ levels or Higher Nitec in any field.
• Previous contact centre or customer front desk experience (1 year) is beneficial, candidates with experience are welcome to apply.
• Strong time management skills with willingness to work on alternating weekends.