Executive, Business Intelligence (1 year contract)

SEMBWASTE PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company in waste management seeks a Customer Service Executive to manage customer inquiries and complaints effectively. This role requires a diploma and two years of experience in customer service, focusing on delivering customer satisfaction and managing communications with authorities. The ideal candidate should have strong analytical skills and the ability to work under pressure in a dynamic environment.

Qualifications

• 2 years of experience in a call center or customer service.
• Able to work in a fast-paced environment.
• Willing to commit to mid shifts and weekend duties.

Responsibilities

• Handling customer enquiries and feedback through calls and emails.
• Logging cases into CRM and managing customer complaints.
• Preparation of mandatory NEA report submissions.

Skills

Analytical skills

Problem-solving skills

Customer orientated

Listening skills

Education

Diploma in any discipline

Job description

KEY ROLES & RESPONSIBILITIES

• Handling of customer enquiries and/or feedback through both telephone and email

• Follow up with customer calls where necessary

• Identify and escalate urgent complaints

• Handling and responding to emails sent by the authority eg NEA

• Provide customers with product and service information

• Logging of all cases into CRM for record and audit purpose as per SOP

• Managing and resolving customer complaints to achieve customer satisfaction

• Liaise with relevant stakeholders eg Operations and/or Sales team to ensure prompt resolution to customers’ query or feedback

• Managing sensitive NEA cases surfaced from feedback and exercise escalation discretion

• Managing route extension request by Operations to NEA

• Preparation of mandatory NEA report (daily/monthly/yearly) submission

• Fulfill other duties as and when assigned by the management
  

KEY SKILLS, COMPETENCIES & BEHAVIOURS

• Possess a Diploma in any discipline or equivalent qualifications

• 2 years of working experiences preferably in a call centre or customer service role

• Possess good analytical and problem-solving skills

• Able to withstand work pressure and customers’ demands

• Customer orientated

• Able to work in a team and in a fast-paced environment

• Good listening skills

• Able to commit to rotational mid shift (11.30am to 8pm) and weekend/PH duty (8am to 2pm)