Frontline Customer Service

6 days ago

Singapore ECO-ITS PRIVATE LIMITED Full time

Roles and Responsibilities of Frontline Customer Service Staff

Customer Service and Reception Manning

1. Handle walk-in enquiries (e.g. students and public) relating to all courses (such as CET courses, short courses, fundings available, payment, use of systems, etc.)

2. Direct guests (for meetings) to Conference/Meeting room.

3. Receive and pass on documents from students/staff to respective OICs (vice versa).

4. Receive and collate students’ assignment.

6. Assist existing/new students with payment matters

(SFC/PSEA/ENets)

7. Receive vendors deliveries and manage courier.

8. Manage online appointment

for certificate collection and issuance of certificates and document to CET students.

9. Check drop-in box daily and placed all documents in respective OICs’ pigeon holes.

10. Mailroom

(Outgoing/Incoming mails) Ensure all outgoing mails are ready before mailroom collection time and distribute all incoming mails in respective OICs’ pigeon holes.

11. Provide guide on direction

(Campus)

12. Ensure the upkeep and smooth operations of the reception counter

Hotline Manning

1. Handle all phone enquiries relating to courses (such as CET courses, short courses, fundings available, payment, use of systems etc) in accordance to service standard.

Public Enquiries

2. Reply to all enquiries sent to whatsapp biz account

General Office Admin

1. Assist OIC with follow-up call to students (eg: MIA, missed assessments, assignment deadline, etc)

2. Track and follow up with applicants/students/sponsor companies on outstanding course fee payment matters

3. Conduct monthly posttraining survey calls to graduates

4. Any other general admin support tasks assigned

Special Events Support

1. Reply to all public enquiries pertaining to the event (what is event about, where to register etc)

2. Provide on-site event support such as usher, attend to general enquiries about courses / events

3. Man the reception counter outside of the normal operation hours due to evening/weekend classes

**Competencies or Experience Required**

1. Working experience as a Customer Service Officer or in customer service, preferably in the fields of training

and education

2. Ability to converse and write in English

3. Ability to speak in Mandarin or Malay is an advantage

4. Pleasant character/personality and good service orientation with strong communications and interpersonal skills

5. Proficient in Microsoft Office Suite including Word and Excel

6. Skills in handling challenging enquirers/situation.

7. Maintains client confidence and protects operations by keeping information confidential

8. Agile to keep up with changes in policies and systems

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