Customer Service Executive

Central Provident Fund Board; Singapore; On-site; SGD 30,000 - 45,000; Full time

Benefits offered by this job

Annual leave

Medical and dental benefits

Flexible dress code

Promotion opportunities

Job summary

Central Provident Fund Board is looking for a Customer Service representative to assist over 4 million members with their CPF-related inquiries, ensuring they make informed decisions about their savings. The role demands strong customer service and communication skills, relevant call centre experience, and the ability to address member needs professionally. The position offers a hybrid work model, with training opportunities and a comprehensive rewards package including medical benefits and annual leave.

Qualifications

• Demonstrates strong customer service handling calls and email requests.
• Relevant experience in a call centre environment.
• Strong communication skills and ability to think on the spot.

Responsibilities

• Manage and deliver personalised service to CPF members.
• Engage with members in a friendly manner.
• Identify and address members' needs for total satisfaction.

Skills

Strong customer service

Effective communication skills

Problem-solving ability

Ability to work in a call centre

Active listening

Job description

What the role is:

At #TeamCPF, you’re not just joining a team; you are embracing a culture of excellence, collaboration, and meaningful impact. You will play a pivotal role in empowering over 4 million members to secure their retirement, healthcare, housing needs and better navigate life’s uncertainties. We thrive on sharp minds and insightful decisions. Your ability to analyse and think critically isn’t just valued; it’s essential. Collaboration is our way of life. We believe in the power of effective partnerships and seamless communications across teams. Together, we amplify each other’s strengths and achieve remarkable results. Our learning never stops. We encourage your inquisitiveness and courage to embrace new challenges head‑on. Your agility, readiness to challenge conventions, embrace of data‑driven strategies, dedication to learning and applying new skills fuels our innovation and progress. At the core of everything we do lies a genuine desire to make a difference. We serve our community and support each other with compassion, empathy, and unwavering dedication. Every action we take is guided by a deep sense of purpose and a commitment to those we serve.

What you will be working on:

Our Customer Service Department serves as the primary interface between our organisation and CPF members. As part of the Customer Service Team, you will play a crucial role in assisting CPF members in making well‑informed decisions about their CPF savings by understanding and addressing their information needs with a professional and compassionate approach.

• Manage and deliver personalised service to address CPF members' enquiries related to CPF schemes and services through various channels, including but not limited to calls (video calls included), counters, text messaging, contact centres and service centres.
• Engage with CPF members in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships.
• Identify and address CPF members’ needs, with a goal of achieving total satisfaction.

What we are looking for:

• Demonstrates strong customer service to handle inbound and outbound phone calls, email requests, and face‑to‑face interactions using a friendly, helpful approach.
• Relevant experience in a call centre environment.
• Possesses strong communication skills, including active listening and clear articulation.
• Ability to solve problems, alleviate conflicts, and escalated issues tactfully.
• Capable of learning quickly and thinking on the spot to resolve any issues with a customer‑first business mentality.
• Ability to provide support, answer questions, and resolve issues efficiently.

The seniority of appointment and actual corporate job title will commensurate with individual work experiences. The seniority of appointment will be informed by experience.

What you can expect:

• Opportunities to engage in a mix of formal and informal training, keeping your skills sharp in our ever‑evolving technological landscape.
• Promotion opportunities based on your capability and on‑the‑job performance.
• A vibrant community of like‑minded and friendly colleagues, where collaboration and creativity thrive.
• A hybrid work model that offers flexibility for remote work, subject to exigencies of service.
• Flexible dress code that empowers you to choose your appropriate outfit for the day.
• A comprehensive rewards package that includes annual leave, pro‑family leave, medical and dental benefits, and access to recreational activities.