Case Executive - Hillview Link

BUSINESS EDGE PERSONNEL SERVICES PTE LTD; Singapore; Sur place; SGD 31 000 - 36 000; Plein temps

Résumé du poste

BUSINESS EDGE PERSONNEL SERVICES PTE LTD is seeking a Case Executive (2 pax) for October 2026 to September 2027, located at Hillview Link. You will manage service personnel cases, resolve scheme and benefits issues, and ensure timely responses within KPIs and SLAs.

Requirements include IT proficiency, especially Excel and Outlook, plus strong communication skills. Salary SGD 2,800–3,200 monthly; offered subject to confirmation and experience.

Qualifications

• Knowledge of IT and Microsoft Office applications.
• Proficient in Microsoft Excel and Outlook.
• Strong communication skills, both spoken and written.

Responsabilités

• Act as the primary touchpoint and case manager for service personnel, resolving service scheme and benefits issues within KPIs and SLAs.
• Handle queries related to service schemes and benefits via multiple channels including phone, email, and FormSG.
• Provide accurate information on products, services, billing, account management and policies.
• Administer service schemes including Retention Bonuses, ensuring eligible and timely processing.
• Manage contract administration for servicemen, including extensions and related processes.
• Investigate and rectify discrepancies in E-HR records to ensure accurate activation and allocation of entitlements.
• Verify and correct E-HR data to ensure prompt disbursement of payments and update dependents’ records.

Connaissances

IT knowledge

MS Excel

MS Outlook

Description du poste

Closing date : 7 Oct (12noon)

Location : Hillview Link

Position : CASE EXECUTIVE (2 pax)

Contract Duration : October 2026 to September 2027

Working Hours

Monday to Thursday: 8.00am to 5.30pm, including 1-hour lunchbreak.

Friday: 8.00am to 5.00pm.

Salary : Potential monthly salary range: $2,800 to $3,200.

The salary offered will be subject to the client’s confirmation and the candidate’s relevant experience.

Job Description

Case Management & Customer Support

• Act as the primary touchpoint and case manager for service personnel, resolving service scheme and benefits issues raised via the case management system within agreed KPIs and SLAs.
• Handle queries related to service schemes and benefits through multiple channels (phone, email, FormSG, etc.) via the SSB Enquiries Helpdesk.
• Provide accurate, timely, and clear information on products, services, billing, account management, and policies.

Service Scheme Administration

• Administer service schemes, including Retention Bonuses, ensuring correct eligibility, processing, and disbursement.
• Manage contract administration for servicemen, including contract extensions for DXO and other related processes.
• Investigate and rectify discrepancies in E-HR records to ensure accurate and timely activation, cessation, or allocation of medical and dental entitlements.

Data Integrity & System Management

• Verify and correct E-HR data to ensure prompt and accurate disbursement of service scheme payments.
• Ensure timely and accurate updating of dependents’ records and monitor their successful integration into e-HR and MCPS systems.
• Identify and report system-related issues (e.g., data desyncs, logic gaps) to IT or relevant teams for investigation and resolution.
• Manage the backlog of medical benefits desync issues arising from system logic gaps, working closely with IT and operations teams to resolve them.

Appeals & Deviation Management

• Exercise professional judgment and support managers in preparing compelling cases for appeals or deviation management.
• Ensure compliance with Government of Singapore (GOM) directives and internal policies in all actions.

Compliance & Quality Assurance

• Adhere to Service Level Agreements(SLAs) and quality assurance standards, including 3–14 working days (WD)resolution timelines.
• Maintain detailed and accurate records of all customer interactions in the Gather SG CRM system.
• Handle complaints professionally, accelerate where necessary, and ensure timely follow-up.

Team & Performance Contribution

• Contribute to team goals and performance targets, including call volume, first-call resolution, and customer satisfaction scores.
• Stay updated on the latest GOM Directives and changes in service scheme and benefits policies.

Requirements

• Knowledge of IT and Microsoft Office software/applications.
• Proficient in Microsoft Excel and Outlook.
• Proficient in spoken and written
• Meticulous and good in communication skills.

EA License No: 96C4864 Reg. No.: R1106922 Goh Khar Keow