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Customer Service Executive

4 months ago

Singapore EVO GLOBAL SERVICES PTE. LTD. Full time
Roles & Responsibilities

Evo Global Services - Evo House Services


We are a fast-growing student accommodation company that provides a home away from home, with luxury, comfort and safety. We believe in providing our tenants with something that money cannot buy: assurance of their security, in top-notch accommodation.



Job Summary:


As a Customer Services Executive, you will play a vital role in supporting the Customer Services business unit and contributing to the organization's vision, mission, and core values. You will be involved in day-to-day operation of a customer service professional and assist in ensuring exceptional customer service experiences and effective contract management practices.



Job Responsibilities:


  1. Understand the customer service standard and etiquette.
  2. Understand the inquiries, concerns and requests of students and stakeholders and respond to them.
  3. Arrange check-in and check-out of students.
  4. Give orientation to students and help them to ease into a new environment and culture.
  5. Maintain accurate and up-to-date student's records.
  6. Collaborate with Customer Services team to identify area of improvement and implement strategies to enhance service quality and satisfaction.
  7. Communicate effectively and professionally with internal and external stakeholders to address inquiries, provide information and resolve issues.
  8. Collaborate closely with other Departments such as Operation, Finance and Legal to ensure smooth coordination and alignment of activities.
  9. Assist in the administration of contracts including reviewing contract terms, maintaining contract files, and ensuring compliance with contractual obligations.
  10. Support contract negotiations and renewals by providing necessary documentation and liaising with relevant stakeholders.
  11. Assist in the tracking and monitoring of contract performance, highlighting any deviations or issues to appropriate parties.
  12. Collaborate with cross functional teams to ensure effective communication and coordination to achieve customer excellence objectives.
  13. Engage in problem-solving activities, support root cause analysis, and implement corrective and preventive actions.
  14. Foster a team-oriented approach, promoting collaboration, and knowledge sharing across different departments.
  15. Prepare and maintain accurate records, reports and correspondences related to customer interactions, contracts and service performance.
  16. Support the generation of regular reports on customer service metrics, contract status and key performance indicators for management review.
  17. Asisst in analysing data and identify trends to provide insights for continuous improvement initiatives.
  18. Contribute to on-going effort to enhance customer service processes and contract management practices.
  19. Stay updated on industry trends and best practices in customer service and contract administration, sharing knowledge and suggesting innovative ideas.


Job Requirements:


  • ITE or Diploma in relevant discipline e.g. hospitality management or business.
  • Knowledge in customer service management and service level agreement, preferably in the hospitality or education sector is a plus.
  • Excellent attention to detail.
  • Strong analytical skills to identify quality-related issues.
  • Excellent communication and interpersonal skills.
  • Work well under pressure, meet tight deadlines, and unexpected events.
  • Positive attitude and be passionate about ensuring high standards of quality and customer satisfaction.

Tell employers what skills you have

Excellent Communication Skills
Work Well Under Pressure
Interpersonal Skills
Exceptional Customer Service
Contract Management
Assurance
Hospitality Management
Attention to Detail
Teamoriented
Customer Satisfaction