Customer Service Officer/Executive

All Saints Home; Singapore; Sur place; SGD 30 000 - 42 000; Plein temps

Résumé du poste

All Saints Home is seeking a Customer Service Officer/Executive to greet residents, families and visitors with warmth and professionalism. You will be the first point of contact, handling enquiries and guiding customers to the right staff while maintaining a respectful and confidential atmosphere.

You will also record feedback, follow up on concerns, and support service-improvement initiatives to enhance the overall resident and family experience across ASH locations.

Qualifications

• GCE O-Level or equivalent qualification.
• Experience handling customer feedback or service recovery is advantageous.
• Experience with CX or service-improvement initiatives is beneficial.
• Strong written and spoken English.
• Basic MS Office, email and administrative systems proficiency.
• Willing to work across ASH locations and rosters.

Responsabilités

• Provide frontline customer service to residents, families and visitors.
• Handle enquiries via phone, email, and walk-ins and provide directions.
• Record and follow up on customer feedback and service issues.
• Support service-improvement initiatives and customer communications.
• Maintain accurate records and handle confidential information.
• Collaborate with other departments to ensure seamless support.

Connaissances

Customer service

Communication

Multitasking

Calm under pressure

Formation

GCE O-Level, NITEC, Higher NITEC, diploma or equivalent qualification

Outils

Microsoft Office

Description du poste

Are you passionate about making a genuine difference in people's lives? Do you pride yourself on turning everyday interactions into exceptional experiences? As our Customer Service Officer/Executive, you won't just be answering questions. You will be the welcoming face, the reassuring voice, and a trusted guide for those who need it most.

In this role, you will provide residents, families, and visitors with a welcoming and professional customer experience across All Saints Home. The role serves as a key point of contact for enquiries and feedback, coordinates service recovery and follow-up, and supports initiatives to improve the overall customer journey and service experience.

Key Responsibilities

1. Frontline Customer Service

• Attend to telephone, email, and walk-in enquiries in a professional and timely manner.

• Welcome residents, families, and visitors and assist them with information and directions.

• Understand customers' needs and connect them with the appropriate department or staff member.

• Take ownership of enquiries and ensure proper follow-up when an enquiry cannot be resolved immediately.

• Provide a consistent and positive service experience across customer touchpoints.

2. Feedback, Service Recovery and Follow-up

• Receive, record, acknowledge and follow up on customer feedback and enquiries.

• Coordinate with relevant departments to obtain information and resolve issues and provide customers with timely updates.

• Support service recovery by addressing customer concerns appropriately and refer complex, sensitive or unresolved matters to the supervisor.

• Maintain accurate and complete records of customer interactions and follow-up actions.

• Identify recurring feedback or service gaps and highlight them to the supervisor for review and improvement.

3. Customer Administration

• Perform assigned customer-facing administrative and counter duties.

• Receive and process documents, payments, or requests in accordance with approved procedures.

• Maintain proper records and submit information to the responsible department promptly.

• Handle customer and organisational information with care and confidentiality.

• Ensure administrative processes supporting the customer journey are carried out accurately and efficiently.

4. Customer Experience and Service Improvement

• Support a welcoming, orderly and customer-friendly environment across ASH customer touchpoints.

• Assist with customer communications, surveys, feedback analysis, and other customer-experience initiatives.

• Observe and identify opportunities to improve the customer journey and make it easier for residents and families to obtain information and assistance.

• Highlight recurring enquiries and customer pain points or service issues to the supervisor.

• Support the implementation and follow-up of service-improvement initiatives.

• Where appropriate, contribute ideas and observations to improve service processes and the overall resident and family experience.

5. Service Standards and Teamwork

• Follow ASH's customer-service standards, procedures and CARE values.

• Participate in customer-service and customer-experience training, coaching and continuous-improvement activities.

• Work closely with colleagues and other departments to provide coordinated and seamless customer support.

• Promote a customer-centric mindset when working with internal stakeholders and frontline teams.

• Provide operational coverage at other ASH locations when required.

• Carry out other customer-service and customer-experience duties appropriate to the role.

Requirements

• GCE O-Level, NITEC, Higher NITEC, diploma or equivalent qualification.

• Experience in handling customer feedback, complaints or service recovery is advantageous.

• Candidates with exposure to customer-experience (CX) or service-improvement initiatives will have an added advantage.

• Good written and spoken English.

• Ability to communicate in additional local languages or dialects is advantageous.

• Basic proficiency in Microsoft Office, email, and administrative systems.

• Able to communicate calmly, respectfully, and confidently with customers, including when handling concerns or difficult situations.

• Able to manage multiple tasks, follow through on customer matters and exercise appropriate judgement.

• Willing to work across ASH locations or rostered hours where required.