Service Excellence Coordinator

Firstcom Academy Pte. Ltd.; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading education institution in Singapore is seeking a Service Excellence Coordinator to provide Level 1 support and ensure a smooth service experience for learners. Responsibilities include answering phone calls promptly, returning missed calls, and handling service enquiries. The ideal candidate should possess experience in customer service, strong communication skills, and a positive attitude. Weekend availability is necessary, offering a dynamic learning environment.

Qualifications

• Preferably 1 year of customer service or call centre experience.
• Strong communication and phone etiquette are essential.
• Good multitasking and documentation skills.

Responsibilities

• Answer inbound phone calls promptly and professionally.
• Return missed calls within the required SLA (15 minutes).
• Provide accurate information on courses, enrolment, payments, schedules, and policies.

Skills

Customer service experience

Strong communication

Phone etiquette

Multitasking

Service-oriented attitude

Tools

Zoho Desk

Job description

Location: Singapore

Work Schedule: 5-day work week (Rostered), includes weekends

Shift A: 8am - 5pm, Shift B: 10am - 7pm

About the Role

We are looking for a Service Excellence Coordinator to join our Service Experience Team. You will be the first point of contact for all phone enquiries, providing Level 1 support and ensuring a smooth and professional service experience for learners and external stakeholders.

Key Responsibilities

• Answer inbound phone calls promptly and professionally
• Return missed calls within the required SLA (15 minutes)
• Make minimum 2 callback attempts before marking unreachable
• Provide accurate information on courses, enrolment, payments, schedules, and policies
• Log and route tickets accurately using Zoho Desk
• Ensure same-day closure for low-priority tickets
• Meet First Response and Resolution SLA standards
• Support general service enquiries and escalate when needed

Requirements

• Preferably 1 year of customer service or call centre experience
• Strong communication and phone etiquette
• Able to work in a 7-day operation on a rotating roster
• Must be able to work weekends based on schedule
• Good multitasking and documentation skills
• Positive, service-oriented attitude