Customer Service Officer

Avanta Global Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company in training administration seeks a Customer Service Operations (CSO) professional. This role involves managing client relationships, ensuring training administration, and providing excellence in customer service. The ideal candidate will be detail-oriented and possess strong communication skills, capable of thriving in a fast-paced environment.

Qualifications

• Proven track record in fast-paced team environments.
• Minimum qualification of GCE 'O' levels or Higher Nitec.
• 1 year of customer-facing experience is a plus.

Responsibilities

• Manage corporate account clients and resolve feedback.
• Handle inquiries and training administration duties.
• Ensure proper records for training registrations.

Skills

Communication

Problem Solving

Customer Service

Organizational Skills

Time Management

Education

GCE 'O' levels or Higher Nitec

Tools

CRM systems

Digital communication tools

Job description

Roles and Responsibilities

• Manage corporate account clients and resolve feedback, complaints or conflicts.

• Handle general enquiries and registration including walk-in customer at the counter.

• Manage training administration such as course registration and verification of trainees’ entry requirements and supporting documents, feedback, learning outcome surveys, systems administration, logistics arrangement, and any other administrative duties.

• Ensure to follow outstanding payment from customers and closely work with finance team to close the outstanding payment from customer.

• Ensure proper and complete records for filing (including all hard copy and e-filing) for all training registrations.

• Be proactive in responding and managing enquiries such as promptly attending to email enquiries and phone calls regarding examination results, certificates and/or cards status etc after verifying caller’s identity and payment status.

• CSO is responsible for the Enrolments and payment follow ups from customers.

• Monitor and measure the satisfaction of clients and trainees and follow up with companies and trainees on learning outcome survey forms, compiling the data and preparing analysis for Principal’s review.

• Liaise with trainers (full time and associates) and business partners to develop and plan training calendar, seminars, workshops and events and other training matters.

• Adhere to requirements by relevant authorities (such as MOM, LSP, SSG, IRCA, CPE) and company policies.

• Ensure proper handover to respective departments and relevant persons in the process flow.

• Provide monthly reports for management review.

Requirements:

• Work days are from Mon-Fri, 9am to 6pm and either Sat or Sunday each week from 9am-1pm.

• Highly self-motivated to achieve KPIs.

• Possess strong work ethics and keep information confidential.

• Excellent communication skills with ability to adapt tone and approach across different channels.

• Strong problem-solving abilities with a solution-oriented mindset.

• Proven track record of working effectively in fast-paced, team environments.

• Exceptional customer service attitude with genuine commitment to creating positive experiences.

• Detail-oriented with excellent organizational and follow-up skills.

• Proficiency with CRM systems and digital communication tools.

• Ability to prioritize tasks and manage multiple inquiries simultaneously.

• Resilience and adaptability when handling challenging situations.

• Minimum qualification of GCE 'O' levels or Higher Nitec in any field.

• Previous contact centre or customer front desk experience (1 year) is beneficial, candidates with experience are welcome to apply.

• Strong time management skills with willingness to work on alternating weekends.