Customer Service Coordinator/ Senior Coordinator (1 Year Contract)

SINGAPORE RED CROSS SOCIETY; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A humanitarian training organization in Singapore is seeking a dynamic individual to drive sales performance of their training programmes. The successful candidate will manage customer enquiries, meet KPIs, and enhance service quality. A background in business or sales with proven results in achieving objectives is necessary. Excellent communication skills and competence in CRM software are key for success in this role, which is centered on promoting community resilience through education.

Qualifications

• Possess a recognised diploma or university degree.
• Minimum 2 years of relevant sales experience.
• Proven track records of meeting or exceeding KPIs.

Responsibilities

• Execute sales & service KPIs to enhance customer service.
• Manage inbound and walk-in enquiries effectively.
• Track operational and sales indicators daily/weekly.

Skills

Excellent communication

Presentation skills

Negotiation skills

Business acumen

Client training needs analysis

Education

Diploma or Degree in Business, Marketing, IT or related field

Tools

CRM software

Microsoft Office Suite

Job description

About the Singapore Red Cross Academy

The Singapore Red Cross Academy is the training arm of the Singapore Red Cross, dedicated to building community resilience by equipping individuals and organisations with essential humanitarian knowledge and skills. We are the region's go-to institute for humanitarian studies, offering a comprehensive suite of courses in First Aid & Resuscitation, Psychosocial Support, and other humanitarian and caregiving programmes. We strive to empower individuals and communities to help save lives.

Job Purpose

The job incumbent will be responsible for delivering great service, and driving the sales performance of the Singapore Red Cross Academy's range of courses and training programmes to corporate clients, and the general public. This role requires a dynamic and results‑driven individual with a passion for humanitarian work and a proven track record in achieving KPIs.

Key Responsibilities

1. Enrolment, Sales & Service
   • Sales & Service: To execute the agreed sales & service KPIs to better service our customers and contribute towards the overall academy’s productivity.
   • Enquiry Management Oversight: To handle both inbound and walk‑in enquiries and follow‑up with their requests or successful enrolments.
   • Conversion of Leads: To follow up closely on leads and work toward the agreed conversion rate set by the academy.
   • KPIs Monitoring: To track daily/weekly any operational and sales indicators and flag trends or issues to management for corrective or preventive actions.
   • Collaboration: To work with both internal & external stakeholders amicably and effectively and ensuring win‑win for all for all academy’s initiatives.
2. Usage of Management Systems (TMS or CRM)
   • To cultivate and maintain good habits in using the systems provided like TMS or CRM for better productivity.
   • To elevate any issues on any processes which require management attention, or to introduce a better workflow as part of process improvement initiative.
   • To constantly maximise the systems and use their functions to the fullest to reap maximum benefits in your work sphere/influence.
   • To regularly update and suggest any improvement to bring about better efficiency and effectiveness in the systems and realising better ROI in the invested systems.
3. Centre Operations and Reporting
   • Manage the end‑to‑end training cycle, from registration to training completion of each and every trainee, giving them a pleasant experience with SRCA.
   • Maintain accurate records of training records using the TMS system or required system.
   • Prepare the required reports and dashboards for management, for audit or review purposes on our academy’s training.
   • Work closely with the Product and Marketing teams to ensure seamless course delivery and effective promotional campaigns.
4. Product Knowledge and Life‑long Learning
   • To attend all product or training organised by the academy or product teams.
   • To maintain and embrace life‑long learning as part of career progression and in aligning with our academy’s purpose in imparting knowledge.
   • Maintain a deep understanding of all SRCA courses, accreditations (e.g., SRFAC, MOM), and subsidy schemes (e.g., SkillsFuture).
   • Act as an ambassador for the Singapore Red Cross humanitarian mission and the value of its training programmes.

Job Specification

Qualifications and Experience

• Possess a recognised diploma or university degree.
• Minimum Diploma or Degree in Business, Marketing, IT or a related field.
• Minimum 2 years of relevant sales experience. Experience in the training and education sector is a plus.
• Proven track records of consistently meeting or exceeding KPIs.

Additional Skills and Knowledge

• Excellent communication, presentation, and negotiation skills.
• Strong business acumen and ability to understand client training needs.
• Proficiency in using CRM software and Microsoft Office Suite.
• Knowledge of Singapore's training landscape, including government grants and accreditation bodies, is highly advantageous.

Desired Behavior

• Demonstrates a high level of initiative, self‑motivation, and integrity.
• Display a pleasant and positive can‑do attitude.
• Ability to work independently and as part of a collaborative team.