Service Excellence Executive

Firstcom Academy Pte. Ltd.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading educational institution in Singapore seeks a Service Excellence Executive to enhance service quality and learner satisfaction. The role involves outbound calls to gather feedback, ensuring client satisfaction, and supporting day-to-day enquiries. Candidates should have experience in customer service, strong communication skills, and be comfortable with technology. This full-time position offers a competitive salary range of $3,000.00 - $4,000.00, along with performance bonuses and comprehensive benefits including medical and dental coverage.

Benefits

Performance bonuses

Medical benefits

Dental benefits

Annual leave

Qualifications

• Proven experience in a similar role, preferably in call handling or customer service.
• Empathy and professionalism during learner calls.
• Strong analytical skills to drive service excellence.

Responsibilities

• Conduct outbound calls to remind learners to complete surveys.
• Support day-to-day enquiries from learners via phone and email.
• Ensure client satisfaction and meet set KPIs.

Skills

Customer-service oriented

Good communication skills

Analytical skills

Teamwork skills

Planning skills

Tools

Excel

PowerPoint

MS Word

Google Docs

Google Sheets

Job description

Join Our Growing Team at FirstCom Academy as Service Excellence Executive!

The Service Excellence Team at FirstCom Academy is responsible for ensuring the service quality standards of our operations, including but not limited to training quality, staff and trainers’ service quality. We continuously improve service standards through feedback, surveys, and outcome evaluations from our learners to enhance the overall learning experience.

The Service Excellence Executive will support the Head of Service Excellence and the team by proactively calling learners who have completed their courses to remind them to complete the TRAQOM (Training Quality and Outcomes Measurement) survey and gather valuable feedback on their course and learning experience. He/she will also manage inbound enquiries, conduct follow-up service calls, and support data analysis on quality performance to drive continuous improvements.

Benefits & Location:

• Working Location: 158 Kallang Way, #03-05 (Singapore, 349245)

• Working Hours: Monday - Friday (9:00am - 6:00pm)

• Salary Range: $3,000.00 - $4,000.00

• Position Type: Full-Time Permanent Position (Basic + Performance Bonuses + ALs + Medical and Dental Benefits)

Key Responsibilities:

• Conduct outbound calls to learners who have completed their courses to:

  • Remind them to complete the TRAQOM outcome survey.

  • Collect feedback on their course and training experience.

• Support day-to-day enquiries from learners via phone and email.

• Ensure client satisfaction and delivery of service excellence by meeting set KPIs.

• Work collaboratively with interdepartmental teams to resolve learner requests promptly.

• Share insights and recommend improvements to service workflows and training quality.

• Track and monitor feedback, learner satisfaction, and survey completion rates.

• Document learner commendations and appreciation for staff and trainers.

• Undertake any other duties or projects as assigned by the Service Excellence Manager.

Job Requirements:

• Proven experience in a similar role, preferably in call handling, tele-surveys, or customer service.

• Customer-service oriented, with empathy and professionalism during learner calls.

• Strategic thinker with innovative ideas and strong analytical skills to drive service excellence.

• Good communication and interpersonal skills with an excellent command of written and spoken English (Mandarin proficiency preferred) to effectively communicate with Mandarin-speaking clients

• Strong planning, organization, and teamwork skills, with the ability to work independently.

• Computer literacy in Excel, PowerPoint, MS Word, Google Docs, and Sheets.