Customer Service Officer

Surbana Jurong; Singapore; On-site; SGD 29,000 - 42,000; Full time

Job summary

Surbana Jurong is seeking a Customer Service Officer for Bedok Heartbeat in Singapore. You will be the first point of contact for visitors, residents and clients, delivering exceptional service and ensuring a positive experience.

You will handle enquiries, process service applications and bookings, maintain records, and support daily operations with professionalism. Shift work including weekends and public holidays may be required as part of this role, contributing to a responsive,

Qualifications

• Minimum 3 GCE O' Level passes or equivalent qualification.
• Good command of spoken and written English.
• Prior customer service experience is an advantage.

Responsibilities

• Provide prompt, courteous customer service through face-to-face interactions, phone calls, emails, and other channels.
• Respond to enquiries and provide accurate information on facilities, services, programmes and policies.
• Handle requests, service applications, bookings and administrative transactions accurately.
• Manage customer feedback, complaints and service recovery, escalating complex issues where necessary.
• Maintain accurate customer records and update information in the relevant systems.
• Collect customer feedback and identify opportunities to enhance service quality and customer satisfaction.
• Ensure compliance with company policies, standard operating procedures, and service quality standards.
• Achieve established service KPIs, including response time, resolution rate, and customer satisfaction levels.
• Perform other customer service and administrative duties as assigned.

Skills

Customer service mindset

Excellent communication

English proficiency

Interpersonal skills

Shift work readiness

Education

O Level passes

Job description

Summary We are looking for a dedicated and customer-oriented Customer Service Officer to join our team at Bedok Heartbeat. In this role, you will be the first point of contact for visitors, residents, and clients, delivering exceptional customer service while ensuring a positive customer experience. You will handle enquiries, resolve feedback and complaints, provide accurate information on services and facilities, and support daily customer service operations in a professional and efficient manner.

Key Responsibilities

• Provide prompt, courteous, and professional customer service through face-to-face interactions, phone calls, emails, and other communication channels.
• Respond to customer enquiries and provide accurate information on facilities, services, programme, and company policies.
• Handle customer requests, service applications, bookings, and administrative transactions accurately and efficiently.
• Manage customer feedback, complaints, and service recovery, escalating complex issues where necessary.
• Maintain accurate customer records and update information in the relevant systems.
• Collect customer feedback and identify opportunities to enhance service quality and customer satisfaction.
• Ensure compliance with company policies, standard operating procedures, and service quality standards.
• Achieve established service KPIs, including response time, resolution rate, and customer satisfaction levels.
• Perform other customer service and administrative duties as assigned.

Requirements

• Minimum 3 GCE "O" Level passes or equivalent qualification.
• Good command of spoken and written English.
• Prior customer service experience will be an advantage.
• Strong interpersonal and communication skills with a customer-centric mindset.
• Patient, proactive, and able to remain composed when handling customer concerns.
• Willing to perform shift work, including weekends and public holidays, where required.

We value equity, diversity and inclusion and are committed to creating a work environment where everyone feels a sense of belonging and is empowered to do their best. We recognise the importance of a diverse and inclusive workplace to drive innovation and shared learning across our growing global network. Join us and be part of a culture where we rise together, deliver excellence, and expand what’s possible. At Surbana Jurong, we put talent, hard work, teamwork and a fun workplace together to approach problems and solve them creatively and collaboratively. Join us in making a positive impact on the world!

SJ is a diverse collective of problem solvers for the built environment, continually reimagining ways to create a smart and sustainable future. Headquartered in Singapore, the group has a global talent pool of 16,000 in its member companies AETOS, Atelier Ten, B+H, CHIL, KTP, Prostruct, Robert Bird Group, SAA, SMEC and Surbana Jurong, based in more than 120 offices in over 40 countries. They include architects, designers, planners, engineers, facilities managers and other specialists driven by progressive thinking and creative ideas to shape a better future. Its technical experts deliver sustainable solutions that cover the entire project life cycle from planning and design, through to delivery and management, as well as a full suite of multidisciplinary consultancy services across a diverse range of sectors including transportation, water, aviation, healthcare, hospitality and renewables. A global urban, infrastructure and managed services consulting firm with over 70 years of track record in successful project delivery, SJ has built more than a million homes in Singapore, created master plans in more than 60 countries and developed over 100 industrial parks globally. SJ is #23 in Engineering News-Record’s 2023 Top 225 International Design Firms, #14 in World Architecture 100 2024, and Asia Pacific FM Technology Provider of the Year 2022, awarded by International Facility Management Association.