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[What the role is]
Office of Organisation & Service Excellence – Executive (Customer Service) (2-year contract)[What you will be working on]
As a Customer Service Executive, your key responsibilities include:
• Delivering personalised service to address customer enquiries through email, phone calls, live chats, and in-person interactions at the counter.
• Providing friendly, professional, and efficient service to deliver exceptional customer experiences.
• Identifying and addressing customers’ needs with the goal of achieving high customer satisfaction.
• Using digital service platforms such as case management systems, live chat tools, and customer feedback dashboards to respond to enquiries and track service performance.
• Supporting continuous service improvements by leveraging digital tools and customer insights.
• Leveraging AI and automation tools to deliver easy-to-use services, streamline processes, and enhance overall operational efficiency.
• Handling documentation and administrative tasks, including managing mail, deliveries, and printing of documents.
[What we are looking for]
To excel in this role, you should possess:
• Proven experience in customer service, preferably in a high-volume or multi-channel environment.
• Strong communication and interpersonal skills.
• Proficiency in administrative work and documentation.
• Ability to multitask and handle various responsibilities efficiently.
• Familiarity with digital customer service platforms (e.g., CRM systems, live chat tools, online forms) and a keen interest in using technology to enhance service delivery.
• Experience or interest in AI, automation, or data-driven tools (e.g., chatbots, Power Automate, Power BI) to improve workflow and service quality is a plus.
• A proactive mindset with a willingness to learn and adapt to evolving responsibilities.
• Excellent organizational and time management skills.
• Ability to work both independently and collaboratively with internal teams and external stakeholders This role is ideal for individuals who thrive in a dynamic, customer-focused environment and are keen to be part of a team that values both human touch and digital innovation in delivering excellent service.