Customer Support Officer (Certification & Applications)

Institute for Human Resource Professional; Singapore; On-site; SGD 28,000 - 39,000; Full time

Job summary

Institute for Human Resource Professional is seeking a proactive professional for a 3-month contract at Lifelong Learning Institute, Singapore. You will manage customer enquiries via helpdesk, review certification applications, and lead identifications to support certification operations.

The role requires meticulous records, professional communication, and the ability to work across multiple teams to resolve issues. The position offers extension potential for another 3 months.

Qualifications

• Diploma or Degree in any discipline.
• Able to commit for at least 3 months.
• Experience in customer service is advantageous.
• Familiarity with helpdesk or ticketing platforms such as Freshdesk.
• Strong written communication skills.
• Meticulous with attention to detail.
• Able to work independently and escalate appropriately.
• Able to handle high volume of enquiries and meet timelines.
• Confidentiality and discretion.

Responsibilities

• Customer Enquiry Management (80%).
• Review, respond to, and close customer enquiries through the helpdesk system, prioritizing the oldest outstanding enquiries to ensure timely and effective resolution.
• Respond to enquiries relating to certification application processes, eligibility requirements, fees and subsidies, assessment scheduling, certification retention requirements.
• Refer complex cases such as technical issues, appeals, and special requests to the appropriate internal teams with clear case summaries.
• Check and remove duplicate enquiries across systems and close cases that have already been resolved.
• Maintain accurate and up-to-date enquiry records to support tracking and reporting.
• Respond to all customer enquiries in a professional, courteous, and empathetic manner across multiple communication channels, ensuring a positive and consistent customer experience.
• Application Review & Processing (20%).
• Review certification applications against established eligibility criteria and application checklists.
• Verify supporting documents such as Curriculum Vitae (CV), educational certificates and transcripts, training records and Continuing Professional Development (CPD) records.
• Assess whether applicants' work experience aligns with the certification requirements and competency standards.
• Update application records accurately within internal systems.
• Follow up with applicants on missing or incomplete documentation and send reminders before stipulated deadlines.
• Lead Identification & Handover.
• Identify potential leads from enquiries and applications, including new certification applicants, certification upgrades, certification renewals and incomplete applications requiring follow-up.
• Assess and prioritise leads based on candidates’ readiness to proceed, and maintain accurate records in the lead tracking system.
• Hand qualified leads to the relevant team members for prompt follow-up.

Skills

Customer service

Written communication

Attention to detail

Independent work

Escalation handling

Education

Diploma or Degree in any discipline

Tools

Freshdesk

Outlook

Excel

PivotTables

VLOOKUP

Job description

About the role

We are currently hiring for a 3-month contract position, with the potential for extension of another 3 months.

Location: Lifelong Learning Institute, 11 Eunos Road 8, Singapore 408601

Working hours: 8.30am to 6.00pm (Monday to Thursday), 8.30am to 5.30pm (Friday)

Key Responsibilities

Customer Enquiry Management (80%)

• Review, respond to, and close customer enquiries through the helpdesk system, prioritizing the oldest outstanding enquiries to ensure timely and effective resolution.

• Respond to enquiries relating to certification application processes, eligibility requirements, fees and subsidies, assessment scheduling, certification retention requirements.

• Refer complex cases such as technical issues, appeals, and special requests to the appropriate internal teams with clear case summaries.

• Check and remove duplicate enquiries across systems and close cases that have already been resolved.

• Maintain accurate and up-to-date enquiry records to support tracking and reporting.

• Respond to all customer enquiries in a professional, courteous, and empathetic manner across multiple communication channels, ensuring a positive and consistent customer experience.

Application Review & Processing (20%)

• Review certification applications against established eligibility criteria and application checklists.

• Verify supporting documents such as Curriculum Vitae (CV), educational certificates and transcripts, training records and Continuing Professional Development (CPD) records.

• Assess whether applicants' work experience aligns with the certification requirements and competency standards.

• Update application records accurately within internal systems.

• Follow up with applicants on missing or incomplete documentation and send reminders before stipulated deadlines.

Lead Identification & Handover

• Identify potential leads from enquiries and applications, including new certification applicants, certification upgrades, certification renewals and incomplete applications requiring follow-up.

• Assess and prioritise leads based on candidates’ readiness to proceed, and maintain accurate records in the lead tracking system.

• Hand qualified leads to the relevant team members for prompt follow-up.

Requirements

• Able to commit for at least 3 months.

• Diploma or Degree in any discipline.

• Experience in customer service role will be advantageous.

• Familiarity with helpdesk or ticketing platforms (e.g. Freshdesk) is preferred.

• Strong written communication skills with the ability to respond clearly, accurately, and professionally.

• Meticulous with excellent attention to detail, especially when reviewing documents against prescribed criteria.

• Comfortable managing a high volume of enquiries while meeting service timelines.

• Able to work independently, exercise sound judgement, and escalation cases appropriately.

• Proficient in Microsoft Office applications, particularly Outlook and Excel (e.g. VLOOKUP, PivotTables).

• Able to handle confidential and personal information with professionalism and discretion.