Customer Experience Executive - 11-Month Contract

Public Service Division; Singapore; On-site; SGD 27,000 - 40,000; Full time

Job summary

Public Service Division in Singapore is seeking an Executive on an 11-month contract for the CET Academy. You will handle incoming enquiries from prospective learners by phone and email, provide accurate information, and ensure timely resolution within SLA.

The role also involves assisting in lead conversion and supporting customer service procedures. You will monitor feedback, collaborate with teams to fix gaps, maintain records, and participate in training to improve product knowledge and

Qualifications

• Strong telecommunication and customer service skills.
• Passion to deliver customer-centric service.
• Able to support, answer questions, and resolve issues efficiently for calls or emails.
• Meticulous, independent and proactive in handling enquiries.
• Experience in customer service or call centres is a plus.
• Proficient in English and an additional language.

Responsibilities

• Handle incoming enquiries from prospective learners via phone and email, providing accurate information and friendly support, and following up on outstanding issues, ensuring timely resolution within SLA.
• Assist in lead conversion by engaging with potential learners and guiding them through the enquiries including the application process.
• Support the implementation of customer service procedures, ensuring consistency and adherence to service standards.
• Monitor customer feedback and elevate recurring issues or service gaps to supervisors for resolution.
• Collaborate with team members and other departments to ensure smooth communication and effective problem-solving.
• Maintain records of customer interactions, including monthly reporting for calls and emails received.
• Participate in training to build product knowledge, service skills, and familiarity with contact centre systems.
• Contribute to a positive customer experience, helping to build trust and satisfaction with the organisation’s services.
• Keep abreast of latest policies and procedures to provide accurate information to customers.
• Work as a team to ensure call centre service KPIs are met.

Skills

Effective telecommunication

Strong customer service

Customer-centric service

Meticulous and independent

Customer service experience/callcentre

English plus another language

Job description

Public Service Division in Singapore is seeking an Executive on an 11-month contract for the CET Academy. You will handle incoming enquiries from prospective learners by phone and email, provide accurate information, and ensure timely resolution within SLA.

The role also involves assisting in lead conversion and supporting customer service procedures. You will monitor feedback, collaborate with teams to fix gaps, maintain records, and participate in training to improve product knowledge and