Customer Service Executive

Peoplebank Hong Kong Limited; Singapore; On-site; SGD 22,000 - 33,000; Full time

Benefits offered by this job

Structured training and onboarding

Job summary

Peoplebank Hong Kong Limited is seeking a Customer Service Executive on a 12-month contract to join the client’s education sector support team. You will assist students, lecturers and administrators with the learning portal, provide first-line IT and classroom AV support, and participate in structured training.

The role emphasizes customer service, clear communication, and problem-solving, with onsite duties and rotating shifts, including weekends. Training is provided to ensure competency.

Qualifications

• Strong verbal and written communication skills.
• Good customer service orientation with a friendly, patient and approachable personality.
• Able to articulate information clearly and explain solutions in a simple and easy-to-understand manner.
• Good problem-solving skills with the ability to think independently and take initiative.
• Basic computer literacy and familiarity with common applications such as Microsoft Outlook.
• Prior experience in customer service, call centre, helpdesk or IT support will be an advantage.
• Willingness to learn and adapt to new systems and processes.
• Comfortable working onsite at the designated campus location and on rotating shifts, including occasional weekends.

Responsibilities

• Handle incoming calls and email enquiries from students, lecturers and school administrators regarding the learning portal and related services.
• Provide first-level assistance and basic troubleshooting for common issues, including login difficulties, password resets and authenticator-related enquiries.
• Guide users through common platform functions and provide clear, step-by-step instructions.
• Provide basic classroom support by monitoring AV equipment, including microphones, speakers, cameras and projectors.
• Identify, document and communicate issues raised by end users, escalating unresolved matters to the relevant support teams.
• Monitor classroom support records and follow up on reported issues to ensure timely resolution.
• Maintain a professional and helpful approach when assisting users.

Job description

Customer Service Executive (Contract)

Location: West Region

Employment Type: 12-Month Contract

Working Arrangement: Onsite, Rotating Shifts

About the Role

We are looking for customer-oriented and service-driven individuals to join our client's support team within the education sector.

You will be supporting students, lecturers and school administrators with enquiries relating to the school's learning portal, providing first-level assistance and basic troubleshooting.

This is a customer service-focused role with basic IT and classroom AV support responsibilities. Full training will be provided.

Key Responsibilities

• Handle incoming calls and email enquiries from students, lecturers and school administrators regarding the learning portal and related services.
• Provide first-level assistance and basic troubleshooting for common issues, including login difficulties, password resets and authenticator-related enquiries.
• Guide users through common platform functions and provide clear, step-by-step instructions.
• Provide basic classroom support by monitoring AV equipment, including microphones, speakers, cameras and projectors.
• Identify, document and communicate issues raised by end users, escalating unresolved matters to the relevant support teams.
• Monitor classroom support records and follow up on reported issues to ensure timely resolution.
• Maintain a professional and helpful approach when assisting users.

Requirements

• Strong verbal and written communication skills.
• Good customer service orientation with a friendly, patient and approachable personality.
• Able to articulate information clearly and explain solutions in a simple and easy-to-understand manner.
• Good problem-solving skills with the ability to think independently and take initiative.
• Basic computer literacy and familiarity with common applications such as Microsoft Outlook.
• Prior experience in customer service, call centre, helpdesk or IT support will be an advantage.
• Willingness to learn and adapt to new systems and processes.
• Comfortable working onsite at the designated campus location and on rotating shifts, including occasional weekends.

Working Hours

The support team operates seven days a week on a rotating shift arrangement.

Weekday Shifts

• Morning: 8:30 AM – 5:30 PM
• Afternoon: 1:30 PM – 10:30 PM

Weekend Shift

• 8:00 AM – 5:30 PM

Weekend coverage is arranged on a rotational basis, with additional incentives provided for eligible weekend shifts.

Training & Onboarding

• A structured two-week training programme will be provided.
• Training covers the learning portal, common user enquiries, troubleshooting procedures and classroom support.
• Training materials, platform access and guidance from an internal trainer will be provided.
• Candidates will undergo an assessment following training, with up to three attempts to demonstrate competency.
• Successful candidates will proceed to a 12-month contract, subject to the client's final selection and a three-month probation period.

What We Offer

• Structured training and onboarding.
• Opportunity to gain exposure to IT service desk and education technology support.
• Supportive working environment with guidance from an experienced team.
• Additional incentives for eligible weekend shifts.

Please note: Due to the anticipated high volume of applications, only shortlisted candidates will be contacted. All information provided will be treated with strict confidentiality and used solely for recruitment purposes.