Executive (Enquiry Management)

Job Responsibilities:

• Performance Management – Achieve operational goals and key performance indicators that are aligned to the organisation’s overall strategic objectives.
• Operation Management – Work within the Authority’s policies and guidelines when engaging customers and provide quality service with prompt follow-up to customers over the phone and/or emails. Acquire strong knowledge of the different leave schemes, so as to provide guidance to the customers/claimants on complex claims & deviation cases and ensure consistency in all the given replies.
• Customer Service – Provide professional customer service support service in all queries/feedbacks by listening to their needs, probe to redirect to the intent of the question and offer alternative solutions. Resolve queries efficiently and escalate issues promptly for management’s advice/approval where necessary.
• Updating of Individual Task Report – Sort, update and consolidate the categories and status of the different leave schemes daily, correctly and timely in the Enquiry Operation Report for tracking purpose.
• Customer Communication – Execute the communication programs to shape the behaviour of customers/claimants. Contact customers for more information and documents, where necessary and provide interim replies for applications, which are still under review.
• Process Review – Suggest and propose enhancements where applicable, so as to streamline and implement solutions for operational efficiency and effectiveness.

Period:

• 3 Year Contract

Location:

• Ang Mo Kio

Working hours:

• Monday to Friday:  8am-5.30pm

Salary:

• Up to $2400 + Performance Bonus

Job Requirements:

• Diploma Holder in any discipline or equivalent
• Candidates with prior experience in outbound calls preferred/excellent in customer service delivery
• Good verbal and written communication and interpersonal skills
• Basic Computer Knowledge (Microsoft Excel and Word)
• Must uphold strong code of work ethics, in particular confidentiality of information
• Organised, self-motivated and result-oriented individual
• Good team player

In lieu of physical interviews, we will be conducting virtual interview, i.e. Skype/WhatsApp/Facetime/Zoom

Interested applicants, kindly email your detailed resume (MS Word format is preferred):

nicholas@successhrc.com.sg (Reg No: R1549023)

Please ensure that applications sent through email are no bigger than 1Mb.

We thank all applicants for your interest but regret to inform that only shortlisted candidates would be notified.

Success Human Resource Centre Pte Ltd (EA License Number: 97C4832)

3 Shenton Way, Shenton House #19-01 Singapore 068805

T: 6337 3183 | F: 6337 0329 | W: www.successhrc.com.sg