Customer Service Executive (Branch Service Line)

Housing and Development Board; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Service Executive to enhance the service experience at its Branch. This role involves managing customer interactions, assisting with inquiries related to housing matters, and guiding customers in using self-help machines. Ideal candidates are passionate about customer service, possess strong communication skills, and are motivated team players. Join a dynamic team dedicated to improving public housing and making a significant impact in the community. This is a fantastic opportunity to grow and contribute to the well-being of Singaporeans while being part of a forward-thinking organization.

Qualifications

• Passionate about providing excellent customer service.
• Ability to learn technical knowledge quickly with training.

Responsibilities

• Manage customer interactions and ensure good queue management.
• Assist customers with inquiries and transactions at the Branch.

Skills

Customer Service

Communication Skills

Empathy

Multitasking

Problem Solving

Education

High School Diploma

Customer Service Training

Tools

e-Kiosk

Cash Payment Kiosk

AXS machine

Video Conferencing Tools

Job description

What the role is:

Customer Service Executive at HDB Branch

What you will be working on:

1. Manage customers who walk in or attend appointments at the Branch in a warm and proactive way, while ensuring good queue management.
2. Handle enquiries on lease/tenancy administration, housing maintenance, mortgage and car park matters from customers at the Branch.
3. Complete face-to-face transactions that require in-depth explanation and signature with customers over the counters at the Branch.
4. Guide and educate customers to use and complete their transactions using self-help machines (e-Kiosk, Cash Payment Kiosk, AXS machine) located at the Branch.
5. Guide and assist customers who walk in to Branches in submitting their feedback/enquiry via e-feedback form.
6. Conduct phone triage for e-appointments made by customers and resolve their enquiries over phone and/or remind them on details and documents required for the appointment at the Branch.
7. Handle enquiries using Video Conferencing.

What we are looking for:

1. Passionate about customer service and have customers at the heart of our service delivery.
2. Able to learn and pick up relevant technical and HDB policy knowledge quickly (training will be provided).
3. Lifelong learner and innovator, who will continually strive to provide the best service experience for our customers.
4. Proficient with written and verbal communication.
5. Empathetic and agile in responding to difficult customer situations.
6. Organised and can multitask.
7. Motivated, proactive and is an excellent team player.
8. Candidates with prior customer service experience is a plus.

Successful candidates will be offered a 1+1-year contract.

About Housing and Development Board:

We are Singapore's public housing authority and a statutory board under the Ministry of National Development. We take pride in creating homes and towns that form a quality living environment for the young and old. Throughout the years, our continuous innovation and upgrading programmes have ensured that the heartland remains our cherished home. Join us in making a difference to the heartlands and communities that matter to us. Take on the challenge of shaping the nation’s skyline and landscape. With the wide range of opportunities available in HDB, you play an integral part in redefining the future of public housing and improving the lives of Singaporeans.