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IT Membership Services

3 weeks ago

NorthEast Singapore PERSOLKELLY Full time

As part of the Membership Services Team, you will be responsible for managing the company Rewards loyalty program membership servicing. You will execute the change management plan for a new loyalty system, support escalations, assist with management reporting, development of manuals for frontliners, be a Company Rewards advocater for internal stakeholders and Company customers and partake in business/systems training for frontliners.

**Contract Duration**: 12 months
**Salary**: Max $3,200 + bonus
**Work Location**:Changi Airport

**Working Hour**: Monday - Friday - 9am - 630 pm with 24/7 standby (may be required to work on weekends or after working hours in case of urgent follow-up resulting from an incident causing substantial financial or reputational cost to the loyalty programme, as it operates 24/7.)
- Assist with escalated cases by providing prompt and helpful assistance to members, addressing their inquiries, concerns, and requests related to their membership.
- Address day-to-day operational matters related to account management, points crediting, tier status, and general feedback or complaints.
- Support in preparation of management reports.
- Contribute to the development and maintenance of standard operating procedures (SOPs) to ensure consistency and clarity in operational processes.
- Assist in creating and updating training materials to empower frontline staff with the necessary knowledge and skills to deliver excellent customer service.
- Provide support in utilizing digital tools, such as chatbots, to streamline business processes and enhance the customer experience.
- Analyze data to identify insights that can contribute to operational efficiency.
- Undertake any additional duties or responsibilities assigned by management within the scope of the role, with the aim of continuously improving the Rewards Loyalty Programme.

**REG No : R22109572 (Yee Hong Ling Emelda)**

**PERSOLKELLY Singapore Pte Ltd - RCB No. 200007268E - EA License No. 01C4394