Administrative Executive WZ (Customer Service Executive)

Housing and Development Board; Singapore; On-site; SGD 30,000 - 40,000; Full time

Job summary

A public housing authority in Singapore is seeking a Customer Service Executive to manage customer interactions at their branches. The role involves assisting customers with inquiries, guiding them in using self-service machines, and ensuring efficient service delivery. Ideal candidates should be passionate about customer service, possess strong communication skills, and be able to handle challenges effectively. A 1+1-year contract will be offered.

Qualifications

• Passionate about customer service with a focus on customer satisfaction.
• Quick learner of technical and HDB policy knowledge.
• Empathetic and agile in responding to challenging situations.

Responsibilities

• Manage customers and handle inquiries at the Branch.
• Guide customers in using self-service machines.
• Conduct phone triage for appointments and customer inquiries.

Skills

Customer service

Communication

Multitasking

Empathy

Job description

What the role is:

You are applying for the position of Customer Service Executive (CSE) at our HDB Branches

What you will be working on:

• Manage customers who walk in or attend appointments at the Branch in a warm and proactive way, while ensuring good queue management

• Handle enquiries on lease/tenancy administration, housing maintenance, mortgage and car park matters from customers at the Branch

• Complete face-to-face transactions that require in-depth explanation and signature with customers over the counters at the Branch

• Guide and educate customers to use and complete their transactions using self-help machines (e-Kiosk, Cash Payment Kiosk, AXS machine) located at the Branch

• Guide and assist customers who walk in to Branches in submitting their feedback/enquiry via e-feedback form

• Conduct phone triage for e-appointments made by customers and resolve their enquiries over phone and/or remind them on details and documents required for the appointment at the Branch

• Handle enquiries using Video Conferencing

• Manage season parking tickets and parking coupon procedures in accordance to the guidelines

• Liaise with CPF Board on processing of CPF-related forms and monitor that the transaction is completed (i.e., installment for HDB housing loan etc)

• Ensure accurate and timely processing of journal vouchers & payment vouchers for various transactions in Zone

• Provide accurate inputs on mortgage loan or upgrading cost to other Groups and for transactions handled by Zone officers

• Handle customers’ online enquiries and requests (e.g., Statement of account etc) pertaining to financial matters

• Provide support to Zone in relation to payment finance matters within the stipulated timeline (e.g., update internet banking transactions and process refund for rejected transactions where required)

What we are looking for:

• Passionate about customer service and have customers at the heart of our service delivery

• Able to learn and pick up relevant technical and HDB policy knowledge quickly (training will be provided)

• Lifelong learner and innovator, who will continually strive to provide the best service experience for our customers

• Proficient with written and verbal communication

• Empathetic and agile in responding to difficult customer situations

• Organised and can multitask

• Motivated, proactive and an excellent team player

• Candidates with prior customer service experience are a plus.

• Successful candidates will be offered a 1+1-year contract.

About Housing and Development Board

We are Singapore's public housing authority and a statutory board under the Ministry of National Development. We take pride in creating homes and towns that form a quality living environment for the young and old. Throughout the years, our continuous innovation and upgrading programmes have ensured that the heartland remain our cherished home. Join us in making a difference to the heartlands and communities that matter to us. Take on the challenge of shaping the nation’s skyline and landscape. With the wide range of opportunities available in HDB, you play an integral part in redefining the future of public housing and improving the lives of Singaporeans.