Operations and Customer Support Officer

Seraya Energy; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A prominent energy provider in Singapore is seeking an Operations and Customer Support Officer to manage customer onboarding and offboarding, handle diverse client inquiries, and collaborate with internal teams for tailored customer support. The ideal candidate is detail-oriented, adaptable, and possesses excellent communication skills. Experience in customer service and familiarity with SME client needs are preferred.

Qualifications

• Diploma and/or previous experience in related field would be advantageous.
• Excellent communication and documentation skills required.
• Comfortable working in a call center environment.

Responsibilities

• Manage the end-to-end customer onboarding and off-boarding process.
• Serve as the primary point of contact for customers across various channels.
• Provide comprehensive information about the organisation's products and services.

Skills

Excellent communication skills

MS Office proficiency

Attention to detail

Customer service experience

Ability to manage ambiguity

Education

Diploma in a related field

Job description

COMPANY DESCRIPTION

Geneco, a brand of YTL PowerSeraya, is an integrated energy provider committed to building a sustainable and accessible energy future for the communities it serves. As an authorised electricity retailer, Geneco sells electricity to homes, businesses, and industries across Singapore.

Geneco's parent company, YTL PowerSeraya, is one of Singapore's largest power generators, with 50 years of experience in power generation. Geneco's eco-friendly ethos stems from the United Kingdom, where Geneco UK part of the wider YTL Group of companies has been acclaimed for its work in recycling and renewable energy. To learn more, visit geneco.sg.

DESIGNATION : Operations and Customer Support Officer

RESPONSIBILITIES

Operations and Customer Support Officer

The Operations and Customer Support Officer is part of a call center team dedicated to supporting SME clients with diverse and often non-standard service arrangements. This role goes beyond routine customer service, requiring critical thinking, attention to detail, and the ability to handle more complex queries across multiple communication channels (phone, email, chat, social media). You will manage the end-to-end onboarding/offboarding of customers, respond to product and service inquiries, and collaborate closely with internal departments to ensure timely and tailored support. The ideal candidate is resourceful, customer-focused, and comfortable navigating ambiguity in a fast-paced environment

Job Responsibilities

Manage Customer Onboarding / Offboarding

• Manage the end-to-end customer onboarding and off-boarding process, ensuring accurate documentation and alignment with standard and non-standard contractual terms.
• Verify customer documentation and ensure compliance with company policies
• Collaborate with SP Services & MSSL Team to ensure contractual obligations are accurately reflected in downstream systems
• Process onboarding requests promptly and efficiently

Customer Interactions Handling:

• Serve as the primary point of contact for customers across various communication channels including email, calls, messaging and social media, handling both standard and non-routine queries that may require coordination across departments
• Collaborate with internal service partners such as sales, finance, and credit control to address customer queries and concerns promptly.
• Effectively route and resolve inquiries and issues to ensure timely resolution

Sales and Product Inquiry Handling

• Provide comprehensive information about the organisation's product and services to potential customers.
• Convert leads into sales by showcasing the value proposition effectively

Administrative Task:

• Process forms (eg GIRO)
• General administrative tasks (eg Verification and submission of team invoices)

QUALIFICATIONS

Requirements

• Diploma and/or previous experience in related field would be advantageous
• Excellent communication and documentation skill
• Comfortable working in a call center environment
• Experience handling SME clients or non-routine customer service queries is an advantage
• Able to manage ambiguity and adapt to evolving customer needs
• Ability to multi-task and prioritise tasks effectively
• Attention to detail and accuracy in documentation
• Proficiency in MS Office Suite
• Work collaboratively in a team environment