Member Service Executive

6 days ago

Singapore Institute of Singapore Chartered Accountants Full time

**About the Job and Role**

The Member Services Centre (MSC) of ISCA was established with the aim of creating a delightful member experience. This includes front operations customer service delivery, as well as the administration of membership, training & qualification programmes.

As the institute’s first point of contact, we will front ISCA members’ enquiries related to their membership and/or any other services offered by the institute. MSC will also facilitate ISCA members and potential course participants to enrol for our Continuing Professional Development (CPD) Courses and Professional Qualifications (PQ).

To enhance members’ experience, we are looking for a suitably qualified service ambassador to join the member services team within the Member Services Centre (MSC) to support general enquiries received through the ISCA service counter and other service touchpoints.

Reporting to the Head, Member Services Centre, and under the mentorship/supervision of a Member Service Team Leader, the successful applicant will be responsible for the following:

- Provide administrative support to all enquiries received, including but not limited to Membership, Courses, and Professional Qualifications; and/or escalate enquiries/requests to relevant personnel where appropriate
- Adopt the appropriate technological tools to enhance customer experience (eg. Case Management tool via our CRM system)
- Enhance customer experience to improve on ISCA’s service feedback ratings
- Any other ad-hoc duties as required from time to time

A **ttributes and 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, with the motivation to be a customer service ambassador
- 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 comfortable working in a fast-paced environment during seasonal peak periods
- Be receptive to embrace technology and leverage the appropriate customer service tools available for use (eg. Customer relationship management system)

As part of our commitment to create and maintain a safe working environment for our employees and others, all newly hired employees are strongly encouraged to be vaccinated against COVID-19.

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