Member Service Executive

23 hours ago

Singapore Institute of Singapore Chartered Accountants Full time

**About the Job and Role**

As the institute’s first point of contact, we will front, handle, and/or process enquiries and requests related to our institute’s services and offerings which include our prestigious CA Singapore Qualification (SCAQ) and other Professional Qualifications, Continuing Professional Development (CPD) Courses, and the various pathways to be admitted to our ISCA Membership.

**Responsibilities**:
Reporting to the Head, Member Services Centre, and under the supervision of a Member Service Team Leader overseeing our front desk operations, the successful applicant will be responsible for the following:

- Handle/process volumes of enquiries received, including but not limited to Membership, Training Courses, and Professional Qualifications; and/or to escalate enquiries/requests to relevant personnel where appropriate. Such volumes may be copious during certain peak periods.
- Process members’ basic requests and provide administrative support to Team Lead / Department Manager for requests of higher complexity.
- Adopt the appropriate technological tools to enhance customer experience (eg. Case Management tool via our CRM system, Microsoft tools, Zoom, etc)
- Enhance customer experience to improve on ISCA’s service feedback ratings
- Other administrative duties

**Attributes & Requirements**:

- Degree with at least 2-3 years of relevant experience. Non-degree holders with significant experience working in a customer service context will be considered
- Good interpersonal and communication skills (both verbal and writing), with the motivation to be a customer service ambassador in a professional context.
- Keen sense of customer service to resolve customer enquiries, challenges and complaints in a professional and service-oriented manner.
- Meticulous with an eye for detail, to reply to enquiries with accuracy or redirect them to the appropriate personnel for follow up
- Good team player to collaborate and work well with other member service team mates
- Be receptive to embrace technology and leverage the appropriate customer service tools available for use (eg. Customer relationship management system, Excel etc)
- Fast learner in obtaining knowledge of various services and products and be able to prioritize tasks under tight timeline.

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