Customer Service Executive

IMPACT BPO SERVICES PTE. LTD.; Singapore; On-site; SGD 31,000 - 47,000; Full time

Job summary

IMPACT BPO Services Pte. Ltd. is seeking a customer service professional to handle inbound calls, inquiries, and case information related to repatriation. You will document interactions and coordinate with frontline staff and internal stakeholders to ensure accurate records.

Fluency in English and Chinese is required, and you should be comfortable in a fast-paced environment. The role demands attention to detail, teamwork, and the ability to work shifts, holidays, and overtime as needed.

Qualifications

• Diploma holder with a minimum of 2 years of customer service experience.
• Fluent in English and Chinese (speak with Chinese-speaking clients).
• Possesses IT knowledge.
• Good listening skills.
• Able to work in a fast-paced environment.
• Good team player with interpersonal communication and presentation skills.
• Self-motivated, meticulous, and independent.
• Able to do shift work, including Public Holidays and Overtime.

Responsibilities

• Manage incoming calls, inquiries, and record case information.
• Assist service hall bookings and administration.
• Generate and disseminate cases and enquiries from incoming calls to frontline staff and internal stakeholders.
• Handle complaints, provide appropriate solutions and alternatives with time limits and follow-up to ensure resolution.
• Keep records of customer interactions, processes, documentation, and update customer’s cases.
• Support frontline staff on administrative duties.
• Work closely with Finance and Operations Team.
• Follow communication procedures, guidelines, and policies.
• Assist in ad-hoc administrative duties.
• Case management – correspond with families, corporates, and stakeholders to ensure safe and smooth repatriation process.
• Assist with administration and documentation for repatriation cases.
• Respond to enquiries via email, web, and phone in a timely manner.

Skills

Bilingual English/Chinese

Customer service

IT knowledge

Listening skills

Team player

Shift work

Independent

Education

Diploma holder

Job description

Job responsibilities:

• Manage incoming calls, inquiries, and record case information
• Assist service hall bookings and administration
• Generate and dissimilate cases and enquiries from incoming calls to frontline staff and internal stakeholders
• Handles complaints, provide appropriate solutions and alternatives with the time limit and following up to ensure resolution
• Keep records of customer interactions, process, documentation, and update customer's cases
• Support frontline staff on administrative duties
• Work closely with Finance and Operations Team
• Follow communication procedures, guidelines, and policies
• Assist in ad-hoc administrative duties
• Case Management - corresponding with families, corporates, and stakeholders to ensure safe and smooth repatriation process
• Assist with administration and documentation for all repatriation cases
• Respond to enquiries via email, web, and phone in a timely manner

Requirements:

• Diploma holder with a minimum of 2 years of customer service experience
• To converse well in both English and Chinese (to speak with Chinese-speaking clients)
• Possesses IT knowledge
• Good listening skills
• Able to work in fast-paced environment
• Good team player with good interpersonal communication and presentation skills
• Self-motivated, meticulous, and independent
• Able o do shift work, and work on Public Holidays and Overtime

EA License No: 21C0571 | EA Reg No:21103634 (Johnny Wu)