Customer Care officer

BGC Group Pte Ltd; West Coast; On-site; NZD 45,000 - 65,000; Full time

Job summary

BGC Group Pte Ltd is seeking a customer service-focused individual to support admissions and scholarship enquiries, guiding applicants through the process and ensuring a positive experience.

You will handle enquiries via Salesforce and Zoom Workplace, assist parents and the public, and escalate complex cases as needed. Strong communication skills and Mandarin language ability are advantageous.

Qualifications

• Experience in a contact centre, customer service, or education-related environment is preferred.
• Ability to multitask and work effectively in a fast-paced, high-volume setting.
• Excellent verbal and written communication skills.
• Strong written English is essential.
• Mandarin ability is advantageous for Chinese-speaking stakeholders.

Responsibilities

• Manage admissions and scholarship enquiries via Salesforce (email) and Zoom Workplace (calls).
• Provide prompt, accurate, and professional support to prospective applicants, parents, and the public.
• Advise on admissions procedures, application requirements, timelines, and scholarship matters.
• Escalate complex or sensitive cases to the appropriate teams when necessary.
• Maintain high service standards while handling a high volume of enquiries in a fast-paced environment.
• Stay updated on admissions and scholarship information to ensure accurate responses.
• Attend to walk-in enquiries when required.
• Perform other ad-hoc duties assigned by the team.

Skills

Verbal communication

Written communication

Multitasking

Customer service

Fast-paced environment

Tools

Salesforce

Zoom Workplace

Outlook

Excel

PowerPoint

Teams

Job description

About the role

This role is ideal for individuals who enjoy interacting with people and providing quality customer service. You will be part of a team responsible for supporting admissions and scholarship-related enquiries, helping applicants navigate the admissions process while ensuring a positive customer experience.

Key responsibilities

• Manage admissions and scholarship enquiries via Salesforce (email) and Zoom Workplace (calls)

• Provide prompt, accurate, and professional support to prospective applicants, parents, and members of the public

• Advise on admissions procedures, application requirements, timelines, and scholarship matters based on established guidelines

• Escalate complex or sensitive cases to the appropriate teams when necessary

• Maintain high service standards while handling a high volume of enquiries in a fast-paced environment

• Stay updated on admissions and scholarship information to ensure accurate and consistent responses

• Attend to walk-in enquiries when required

• Perform other ad-hoc duties assigned by the team

About you

• Prior experience in a contact centre, customer service, or education-related environment is preferred

• Strong ability to multitask and work effectively in a fast-paced, high-volume setting

• Excellent verbal and written communication skills

• Strong written English is essential

• Ability to converse in Mandarin is advantageous to support Chinese-speaking stakeholders

• Proficient in Microsoft Office applications, particularly Outlook, Excel, PowerPoint, and Teams

• Comfortable using customer and case management platforms such as Salesforce and Zoom Workplace

• Service-oriented, adaptable, and able to handle enquiries professionally and empathetically

• Not a current admissions applicant to the university

• Not a current offer holder of the university