Service & Engagement Associate (South Korea)

INTERNATIONAL BACCALAUREATE ORGANIZATION (Singapore Branch); Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading educational organization in Singapore is searching for a Service & Engagement Associate (Customer Service) to provide professional support to Korean members of the IB Community. The role involves managing inquiries, ensuring customer satisfaction, and translating help articles into Korean. Candidates must be fluent in Korean and possess strong customer service skills. The position offers a 1-year contract with competitive benefits including flexible working hours and sponsorship for professional development.

Benefits

20% employer's CPF contribution

S$1,200 yearly flexible credits

20 Days annual leave plus public holidays

Life assurance 2x annual salary

Flexible working hours

Organisation sponsored learning opportunities

Corporate passes to local attractions

Qualifications

• Fluency in the Korean language is mandatory.
• Experience in customer service preferred.
• Ability to handle complaints and critical situations.

Responsibilities

• Provide an information service on the IB's products and services.
• Handle customer inquiries and communicate policies.
• Translate help articles to Korean.

Skills

Fluency in Korean

Customer service skills

Communication

Relationship management

Job description

The role of the Service & Engagement Associate (Customer Service) is to provide a professional service to Korean members of the IB Community, managing inquiries, identifying, and assessing customer needs. To champion the customer internally by reporting trends and issues. To make recommendations for improvements aimed at reducing customer effort and enhancing the overall experience. As such, fluency in the Korean language is mandatory given that the incumbent will be serving the South Korean market.

Please note that the successful incumbent will be offered a 1-year contract.

Key Responsibilities

Customer Support

• Provide an information service on the broad range of the IB’s products, services and systems;
• Provide clear, timely, and accurate information;
• Handle complaints received via telephone;
• Communicate the IB’s policies and procedures;
• Deal with critical situations, such as examination emergencies;
• Report trends and issues affecting customers

Relationship Management

• Build sustainable relationships with external customers through open and interactive communication;
• Liaise with internal stakeholders enterprise-wide, to ensure the timely resolution of customer issues and inquiries

Coordination

• Handle customer concerns in a professional manner;
• If necessary, ensure that inquiries are referred to the appropriate escalation point

Customer Experience

• Translate existing help articles, quick texts to Korean to improve self-help experience for Korean-speaking members of the community

Customer Satisfaction

• Handle customer concerns in a professional manner;
• If necessary, ensure that inquiries are referred to the appropriate escalation point;

Administration

• Adhere to Customer Service Operations Framework

Teamwork & Cooperation

• Liaise and cooperate with other teams to resolve issues and improve resolution times;
• Work cross-divisionally to ensure the resolution of customer inquiries.

Continuous Improvement

• Seek opportunities to improve customer experiences through raising insights or trends;
• Make recommendations for service improvements.

In addition to your salary, we offer an attractive range of benefits including:

• 20% employer's CPF contribution
• S$1,200 yearly flexible credits
• 20 Days annual leave, plus public holidays, with the choice to buy or sell up to 3 days additional annual leave using flexible credits
• Life assurance 2x annual salary
• Flexible working hours due to nature of work
• Organisation sponsored learning opportunities for professional development
• Corporate passes to Singapore Zoo, River Wonders and Gardens By The Bay