Part Time Call Centre Associate - National Stadium

BUSINESS EDGE PERSONNEL SERVICES PTE LTD; Singapore; On-site; SGD 19,286 - 22,041; Part time

Job summary

BUSINESS EDGE PERSONNEL SERVICES PTE LTD in Singapore is seeking a part-time customer service professional to handle calls and manage Salesforce cases. The role involves rosters with weekends and shifts that may include evenings, with office-based or deployment depending on business needs.

The candidate should show strong verbal and written communication skills, be detail-oriented, and capable of handling multiple inquiries while maintaining professional customer interactions.

Qualifications

• Strong verbal and written communication skills.
• Comfortable handling phone calls and speaking with customers professionally.
• Detail-oriented with strong ownership and follow-through.
• Able to manage multiple enquiries and cases concurrently.
• Calm and composed when handling difficult or urgent customer situations.
• Familiarity with Salesforce or CRM systems preferred, training provided.
• Strong collaboration with internal teams.
• Prior customer service or frontline experience advantageous.
• Face-to-face interactions over the counter when necessary.

Responsibilities

• Phone Call Handling: Answer incoming customer calls professionally and help with general enquiries.
• Phone Call Handling: Provide accurate information based on approved FAQs, SOPs, and official channels.
• Phone Call Handling: Record call details in Salesforce including customer information and actions taken.
• Phone Call Handling: Escalate calls requiring further assistance to the relevant team.
• Salesforce Case Management: Manage and respond to customer cases in Salesforce within defined timelines.
• Salesforce Case Management: Follow up on phone enquiries requiring action and case creation.
• Salesforce Case Management: Ensure clear case documentation and updates.
• Salesforce Case Management: Coordinate with internal stakeholders for resolutions.
• Salesforce Case Management: Provide timely updates to customers and close cases after validation.
• Handover & Continuity: Document open cases and next-action details for handovers.
• Handover & Continuity: Highlight urgent or aging cases during shift handovers.
• Handover & Continuity: Maintain continuity of follow-up to prevent service gaps.
• Handover & Continuity: Support teammates with proper handover.
• Service Quality & Improvement: Maintain professional, customer-centric tone across communications.
• Service Quality & Improvement: Identify recurring enquiries or trends for team review.
• Service Quality & Improvement: Share observations to support continuous improvements.
• Service Quality & Improvement: Adhere to SOPs, data protection guidelines, and escalation protocols.

Skills

Verbal communication

Written communication

Customer service

Multitasking

Tools

Salesforce

Job description

Working Arrangement

• Salary: $14/hr - weekdays; $16/hr - weekends
• Location: National Stadium
• 4 days per week (estimated 32 hours)

Shift hours (subject to changes)

• Monday-Friday: 08:30–18:00
• Monday-Friday: 09:30–19:00
• Monday-Friday: 11:30–21:00
• Sat-Sun: 10:30-20:00

Phone Call Handling

• Answer incoming customer calls in a professional, clear, and service-oriented manner
• Assist customers with general enquiries, event-related information, facility information, feedback, and service requests
• Provide accurate information based on approved FAQs, SOPs, and official communication channels
• Record call details accurately in Salesforce, including customer information, enquiry details, actions taken, and follow-up required
• Escalate calls that require further assistance, approval, or investigation to the relevant team or supervisor

Salesforce Case Management

• Manage and respond to customer cases logged in Salesforce within defined timelines
• Follow up on phone enquiries that require further action or case creation in Salesforce
• Ensure clear and accurate case documentation, including updates, next steps, and closure notes
• Coordinate with internal stakeholders to obtain information or resolutions for customer cases
• Provide timely updates to customers where required
• Validate resolutions and close cases accurately in Salesforce
• Escalate urgent, sensitive, or high-risk cases in accordance with SLA requirements

Handover & Continuity

• Ensure all open cases and pending call follow-ups are clearly documented with next-action details
• Highlight urgent, aging, or sensitive cases during shift handovers
• Maintain continuity of follow-up to prevent service gaps
• Support team members by ensuring proper case ownership and handover when required

Service Quality & Improvement

• Maintain a professional and customer-centric tone across phone and written communications
• Identify recurring enquiries, feedback trends, or operational issues for team review
• Support continuous improvement efforts by sharing observations from customer interactions
• Adhere to service standards, SOPs, data protection guidelines, and escalation protocols

Work Arrangement

• Part-time role supporting call centre and Salesforce operations
• Rostered shifts based on operational requirements, including possible weekends, evenings, or event days where required
• Shift handovers are required to ensure seamless call and case management
• Role may be office-based or operationally deployed depending on business needs

Requirements

• Strong verbal and written communication skills
• Comfortable handling phone calls and speaking with customers professionally
• Detail-oriented, with strong ownership and follow-through
• Able to manage multiple enquiries and cases concurrently
• Able to remain calm and composed when handling difficult or urgent customer situations
• Familiarity with Salesforce or CRM systems is preferred, though training will be provided
• Strong collaboration skills and ability to work with internal teams
• Prior customer service, call centre, hospitality, or frontline experience will be an advantage
• Will involve face to face interactions over the counter when necessary

EA License No.: 96C4864

Reg No.: R25128798 HUANG QIMENG