Our client, a leading global card payment company is looking for candidate to join them as Customer Service (hotline) Assistant Manager.

Key Responsibilities:

· Handling correspondence from Head quarters

· Support card member by providing tourist and local information, reservation work and assistance with all credit card related matter

· Always follow up on requests made by customers

· Deal with all enquiries as well as complaints made by customers in a professional and courteous manner on the telephone, online via Line or via email.

· Keep current promotion, tourist and local information provided for the card member up to date

· Carry out the Sales promotion by offering good and attractive privileges or information to the card member (year-long offer)

· Maintain and improve the relationships with current merchants and establish the relationships with new merchants

· Manage the day-to-day operation of Lounge

The ideal candidate will possess the following:

· Experience in the hospitality industry

· Excellent customer service skill and ability to handle demanding customers

· Good knowledge of all tourists related requirements and credit card matter

· Intermediate PC skills

· Good negotiation and communication skills in Japanese as the role involves dealing with Japanese clients

· Good writing skills

If you believe you fit the requirements for the role, please click APPLY NOW or drop an email to [email protected]. Only shortlisted candidates will be notified.

Data provided is for recruitment purposes only Business Registration Number: 200611680D. License Number: 10C5117 EA Personal Registration Number: R1874269.

• Manage the day-to-day operations of the center, including scheduling, budgeting, and resource allocation.
• Develop, implement, and review policies, procedures, and programs in compliance with Singapore's early childhood education regulations and standards.
• Oversee administrative tasks such as enrollment, records management, and communication with parents/guardians.
• Recruit, train, and supervise teaching staff and support personnel, ensuring their professional development and adherence to best practices.
• Conduct performance evaluations, provide constructive feedback, and facilitate continuous improvement among staff members.
• Effective leadership and coordination with the staff and families
• Connecting with the community
• Ensure that the center’s service meets the needs of children and families

Requirements:

• Diploma in Early Childhood Care and Education – Leadership (DECCE-L)
• Minimum 2 years of experience managing an ECDA-licensed pre-school centre
• Effect leadership and supervisory skills
• Ability to manage centre’s daily operations
• Adequate knowledge and experience in early childhood care and education

Interested candidates, you may whatsapp your resume to (65) 8337 5525

Please note that by submitting any application or resume to us, you would be deemed to have given your consent to us collecting, using, retaining and disclosing your personal information to prospective employers for their consideration.

OneLink HR Consultancy Pte Ltd
EA Licence No. 13C6505
EA Personnel Reg. No. R1980595

Working Location: Tanjong Pagar, Singapore

Working Hours: Shift work; required to work on weekends.

Contract Duration: 12 months (Renewable)

Benefits: Includes Transport Allowance, Flexible Allowance, CRM allowance, eMedical Card, Annual Wage Supplement (AWS), and Variable Bonus (VB).

Job Responsibilities:

• Respond to inquiries primarily via incoming calls through the hotline and other channels, such as email.
• Understand customer needs and provide quick, accurate, and satisfactory responses to their queries.
• Make outbound calls to customers who request a callback.
• Ensure accurate recording of customer conversations in the call centre system.
• Meet or exceed all individual and team key performance indicators (KPIs) set by management.
• Maintain a positive and helpful demeanor in all customer interactions.
• Be available to work on weekends and perform overtime when necessary.
• Undertake other ad hoc duties as assigned by Team Leaders or Supervisors.

Job Requirement:

• Previous experience in a call centre is highly preferred, or equivalent customer service experience.
• A team player with strong interpersonal and communication skills.
• Self-motivated and able to work independently with minimal supervision.
• Availability to work rotating shifts, including weekends and public holidays.

JAC Recruitment Pte. Ltd.

EA License Number: 90C3026

Registration Number: R22107842

EA Personnel Name: Ng Siew Thien

Purpose of the Job

Align & demonstrate agency values in the role & duties and deliver up-to-standard clinical services to the clients. Provide interventions and programmes, perform community development work and uplift the professional practice in social work. Provide supervision to junior social workers.

Assists clients to access to resources and reach out to individuals or targeted groups who may benefit from the programmes.

Key responsibility areas

Casework – Engagement & Assessment

• Conduct needs and intake assessments, manage cases and referrals to ensure that they are suitable for intake.
• Implement case and care planning & intervention for cases.
• Establish rapport and build professional relationship with clients and stakeholders (e.g. family, caregivers, etc.).
• Use different modes of engagement for the purpose of assessment, intervention and monitoring.
• Engage client and stakeholders in a therapeutic manner to understand their needs.
• Manage and overcome reluctance and resistance to change.

Casework - Case review and documentations

• Follow up and review case plans and provide recommendations to modify care/case plans where necessary.
• Evaluate the process as well as the outcome objectively and recommend possible ways for future improvement.
• Document and maintain case files and prepare reports according to the required documentation standard.
• Draft social reports for complex cases to be reviewed by supervisor.

Casework – Goal setting & intervention plans

• Develop intervention plans – Analyse and evaluate courses of action, and formulate appropriate strategies to develop care / case plan for client.
• Conduct care / case planning and goal setting with client based on standard guidelines and professional assessments.
• Network with other agencies and tap on community resources to provide intervention support to client.
• Represent cases in case conferences.

Group work

• Assist in the planning, implementation, monitoring and evaluation of group work and provide recommendations for consideration to meet clients’ needs.
• Lead psycho-education groups that aim to provide information to and/or educate groups of target audience.
• Facilitate high risk therapeutic group work under supervision.
• Review group work interventions for improvements.

Perform community development and outreach work

• Conduct environmental scans and community need assessments, monitor trends and issues relating to needs of clients and community.
• Design, develop and implement community-specific development programmes in meeting identified community needs.
• Participate in community development initiatives and provide recommendations for consideration.
• Review community development initiatives for improvements and address service gaps.
• Collaborate and network with other agencies to pool community resources.

Professional Development & Education

• Engage in learning opportunities (e.g. participate in community of practice meetings to develop skills and capabilities).
• Attend professional development courses to acquire professional knowledge and skills.
• Supervise junior social workers, interns and / or students on placement.

Programme Development & Implementation

• Participate/ implement programmes (e.g. strengthening activities appropriate to clients’ profile)
• Review and refine programmes to target client groups or other stakeholders/ partners/ agencies
• Identify service gaps in response to client needs and make recommendations to improve service provision of programmes.

Uplift professional practice in social work

• Participate in research to uplift the professional practice in social work.
• Support the implementation of standards of care, organizational health policies, procedures and programmes.
• Identify areas of improvement in models of care and service delivery based on evidence-based practices.
• Respond to crisis situations based on organizational standard operating procedures.
• Assist to develop, maintain & review the casework & counseling system
• Engage in multi-disciplinary team research projects.

Others

• Perform other duties as assigned by the Assistant Director & Head of FSC/Director/Management.

REQUIRED QUALIFICATIONS AND EXPERIENCE

• Minimum Bachelor degree in Social Work or Graduate Diploma in Social Work or other relevant Allied Health discipline preferably accredited with Singapore Association of Social Workers (SASW).
• Min 3-5 years of experience in social service sector.
• Knowledge of current social, economic, and governmental conditions and issues.
• Knowledge of human behavior and able to work effectively with individuals and groups.
• Familiar with at least one theoretical framework of social work intervention.
• Good written, listening and verbal communication and interpersonal skills.
• Ability to establish effective working relationship with staff, other agencies and the community.
• Ability to work well under pressure, maintains composure, multi-task, establish priorities, meet deadlines and follow through on assignments.

Key Responsibility:

Reports

• Responsible in generating and ensuring the accuracy of all monthly/quarterly and/or annually reports that is required by both internal and external stakeholders

Donations in Kind

• Responsible for managing, planning and distributing of all incoming and outgoing donations to both internal and external parties
• Ensure proper documentations are kept up to date for any kind of donations received

Enquiries, Outreach, Office Management & Projects

• Handling of reception duties and attend to clients when needed
• Screen and manage incoming calls, emails and correspondence, handling or delegating when necessary in a timely manner
• Assist social workers with Community Outreach Programmes from time to time
• Effectively manage the usage of meeting rooms within the centre via the shared calendar.
• Liaise, build and maintain strong relationships with external stakeholders, various agencies and approved third party vendors
• Effectively maintain, track and record all electronic devices issued by the relevant agency are kept up to date and tagged to the respective staff
• Responsible for the annually stock taking of fixed assets at various centres
• Lead and work closely with social workers in the planning and execution of any Special Projects

General Affairs

• Point person for maintenance, mailing, shipping, office supplies, equipment, corporate branding
• Organize office operations and procedures
• Manage contract and price negotiations with external vendors, service providers
• Ensure office efficiency is maintained by carrying out planning and executive of equipment procurement, layouts and office systems
• Assisting in the organizing of promotional events and traditional or digital campaigns and attend them to facilitate to their success
• Prepare and deliver promotional presentations
• Take dictation and minutes of meeting
• Compose and post online contract on the company’s website and social media accounts

Projects

• Performs other duties as assigned, Project management.

Required qualifications and experience:

• Minimum GCE O level or a Diploma in any discipline
• Minimum 2 years of relevant social service experience
• Ability to establish effective working relationship with staff, other agencies and the community
• Ability to multitask and prioritize daily workload
• Organized and detailed oriented
• Excellent knowledge of MS Office
• High level verbal and written communication skills
• Discretion and confidentiality
• Exemplary planning and time management skills
• Willing to learn and grow with the organisation
• Prior Experience in the Charity sector, knowledge in Information Technology/ Marketing and Communications is an advantage

Shift Timings (Choose One Shift Option):

Option #1: Weekends Shift

Working Hours : 5 working days, 1 rest day and 1 off day per week / 42.5 hours per week

Staggered shift hours : 8.5 working hours between 7 am to 10pm + 1-hour meal break in between

Rest Day and Off Day : Scheduled by Client (1 weekday + 1 weekend, non-consecutive)

Or otherwise advised by the Client

Option #2: AM & PM Shifts + Weekends / Night

- Week 1: Mon 9am-6.30pm/Tues OFF/Wed 9am-6.30pm/Thurs 9am-6.30pm/Fri 9am-6.30pm/SAT OFF/Sun 9am-6.30pm

- Week 2: Mon 12.30-10pm/Tues 12.30-10pm/Wed OFF/Thurs 12.30-10pm/Fri 12.30-10pm/Sat 12.30-10pm/Sun OFF

- Week 3: Mon 2.30pm-12am/Tues 2.30pm-12am/Wed 2.30pm-12am/Thurs OFF/Fri 11pm-8pm/Sat OFF/ Sun 2.30pm-12am

- Week 4: Mon 3.30pm-1am/Tues 3.30pm-1am/Wed 3.30pm-1am/Thurs 3.30pm-1am/Fri OFF/Sat 11pm – 8am/Sun OFF

Job Description (Non-Sales Role)

• Inbound call handling for Bank's Accounts Servicing campaigns, products enquiries and helpdesk enquiries
• Customer Fulfillment follow through on case handling and with customers
• Ensure bank's compliance & control standards are observed and met in the execution of customers’ enquiries, transaction requests and maintaining confidentiality of Bank and customers’ information

Job Requirements

• Candidate without relevant experience are welcomed to apply
• Although preferred, previous experience in Call Centre, a financial services or Fraud setting is not essential. Our dedicated onsite Training team will provide you with a specifically designed training programme and support in your new role; and to enable you to develop and provide ongoing training for all team members.
• Possess a positive mindset with a “CAN-DO” attitude a and passion to deliver quality customer service.
• Possess a pleasant voice, excellent comprehension, communication, interpersonal skills and work etiquette.
• Possess good command of written and spoken English.
• Good analytical skills; passion for working and is good in working with numbers.
• Resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment.
• Passion for working, responsible and with good working attitude.
• Proficient in PC skills including MS Office applications.
• Ability to work on staggered/rotational shifts including weekends and Public Holidays to support 24x7 Contact Centre service operations.

Responsibilities

• Attend to enquiries and requests from phone calls/emails in a professional and prompt manner.

• Update complete and accurate information on customer interaction in the Customer Relationship Management (CRM) system.

• Ensure effective and timely follow-up as promised to customers.

• Alert management of issues and concerns that require escalation for complete resolution.

• Prepare effectively and accurately requests including but not limited to policy summary, premium paid, beneficiary information.

• Work closely with stakeholders on the service request requirements.

• Deliver service requests within stipulated service standards.

• Undertake projects or other responsibilities as assigned.

Skills/Requirement

• Preferably ’A’ Levels or Diploma holder with relevant working experience.

• Good interpersonal and communication skills.

• Meticulous and detailed-oriented.

• High level of integrity, takes accountability of work and good attitude. Work well independently as well as in a team."

Able to work in Shifts , weekend and PH support

Job Responsibilities:

- Create job posting on different social media platforms

- Identify and pursue potential members or clients through various sales channels, such as cold calling, networking, referrals and job fairs

- Guide the new members on the registration process in the platform system, job requirements as per client request, payment and benefits

- Job matching of candidates based on the staffing needs and work schedule for clients with our own automated system

- Interviewing and assessing prospective applicants about the responsibilities, groom standards, salary and benefits of the job

- Develop and nurture strong relationships with existing and prospective clients to understand their needs, preferences, and pain points

Job Requirements:

- Excellent interpersonal and communication skills

- Achieving and maintaining targets

- Strong sense of responsibility

- Able to work in a fast-paced environment

- Candidates with prior experiences in manpower outsourcing will be advantageous

Job Position: Call Centre Associate

Job Description:

You will provide quality and personalized one-stop information service for the Hospital. This includes handling general enquiries and managing outpatient appointments through phone, email, web chat, as well as other online platforms

Job Responsibilities:

· Answer high-volume inbound calls and respond to inquiries related to day surgery and/or imaging services.

· Manage all dial in booking and WhatsApp/online scheduling.

. · Schedule appointments and manage patient records accurately.

· Address patient’s concerns with empathy

· Collaborate with medical staff to resolve issues efficiently.

· Maintain confidentiality in compliance with PDPA regulations.

· Support administrative work and other duties as assigned.

Job Requirements:

· Minimum GCE O Levels with at least 1-2 years experience in a customer service role.

· Experience in call centre, customer service or healthcare industry will be advantageous

· Excellent team player with strong interpersonal and communication skills

· Customer-oriented and highly adaptable in a dynamic and fast-paced environment

· Proficient in Microsoft Office applications

· 9am to 6pm but willing commit to OT if high volume of calls.

. 5.5 days week (half day on Sat)

. willing to commit to rotating shifts in future if needed

Only shortlisted candidates will be notified

EnviroDynamics Solutions Pte Ltd I EA License No.: 12C6285

Anna Toh I Reg. No: R23118739

Email CV to : [email protected]

• Handle general enquiries and managing outpatient appointments through phone, email, web chat and other online platforms
• Provide quality one-stop information service for the Hospital
• Handles high-volume inbound calls and tend to inquiries related to healthcare services
• Manage all dial in booking and WhatsApp/online scheduling.
• Schedule appointments and manage patient records accurately
• complying to PDPA regulations with patients’ particulars
• Address patient’s concerns with empathy
• Work with internal stakeholders to resolve issues efficiently
• Support administrative work and ad-hoc duties as assigned

Requirements

• At least GCE O Levels with at 1 years’ work experience in a customer service
• Prior work experience in call centre, customer service or healthcare industry will be advantageous
• Strong interpersonal and communication skills
• Customer and service oriented
• Able to thrive in a dynamic and fast-paced environment
• Proficient in Microsoft Office applications
• Able to commit to staggered working hours and half day Saturdays

Kindly understand that only shortlisted candidates will be notified.

WeLead Solutions Pte Ltd

Poon Wai Soon, Bernard

Reg. No: R2197713

EA License No.: 23C1882

About Us: Established in June 1998, Metta Day Rehabilitation Centre for the Elderly (慈光乐龄日间康复中心) specializes in providing rehabilitative care for individuals with physical impairments resulting from stroke, Parkinson’s disease, or other injuries. With a capacity for 75 clients from diverse racial, linguistic, and religious backgrounds, our centre focuses on enhancing independence levels and providing respite for families and caregivers. We offer a comprehensive array of rehabilitative and social support services aimed at maximizing our clients’ functional capabilities and promoting active lifestyles.

About the Role
Take the lead in transforming lives and delivering impactful care as a Rehab Supervisor at Metta Welfare Association. In this role, you’ll oversee daily operations, ensure quality person-centered care, and mentor a dedicated team. If you are passionate about making a difference in community healthcare, this is your opportunity to shine.

Key Responsibilities

1. Centre Operations Management

• Ensure the smooth daily operations of the centre.
• Optimize client care capacity in compliance with Ministry of Health (MOH) guidelines.
• Design and implement engaging programs to enhance client well-being.
• Maintain a safe, clean, and welcoming centre environment.
• Review and refine SOPs, systems, and processes regularly.
• Oversee and manage centre expenses within approved budgets.

2. Deliver Person-Centred Care

• Plan and implement individualized, holistic care activities for clients.
• Conduct assessments addressing physical, emotional, and social needs.
• Manage client admissions, discharges, and transitions seamlessly.
• Uphold infection control protocols to ensure a safe environment.
• Engage clients and caregivers, fostering meaningful communication and trust.

3. Team Leadership and Development

• Supervise and coach staff to ensure excellent patient care.
• Recruit, train, and coordinate volunteers for program support.
• Monitor team performance and foster a collaborative work environment.
• Guide and develop staff potential through mentorship and support.
• Maintain high safety standards and promote a positive culture.

4. Administrative and Strategic Support

• Assist with budget planning and optimize resource allocation.
• Manage incident reports and implement risk control measures.
• Resolve interpersonal and service-related challenges effectively.
• Prepare reports for internal and external stakeholders.
• Collect feedback to improve service quality and client satisfaction.

5. Community Engagement and Advocacy

• Ensure compliance with confidentiality and PDPA standards.
• Build meaningful relationships with community leaders, volunteers, and partners.
• Participate in fundraising and community engagement activities.
• Stay current through relevant training to enhance care delivery standards.

Requirements

• Experience:At least 3 years of experience in healthcare, including 1 year in a supervisory role.
  
• Qualifications:Degree in Nursing, Eldercare, or equivalent. Advanced Diploma in Eldercare/Community Care is a plus.
  
• Certifications:Registered with the Singapore Nursing Board.
  Valid BCLS and AED certification.
  Fully vaccinated for Covid-19.
  
• Skills:Strong leadership and team management abilities.
  Excellent communication and interpersonal skills.
  Proficient in IT and administrative functions.
  Resourceful, independent, and results-driven.
  

Why Join Us?
Be part of a mission-driven organization that prioritizes care, compassion, and community. As a Rehab Supervisor, you’ll lead impactful programs and create a meaningful difference in the lives of clients. Let’s make every moment count—together. Apply now!

1) Manage general enquiries of inbound calls and online enquiries

2) Handle any other hotline administrative functions

• Diploma / NITEC / GCE ‘O' Level or equivalent

• Minimum C5 for English O level

• Preferably with 1 to 2 years of working experience in call centre environment and/or service related industry

Special Knowledge or Skills:

• Ability to communicate fluently in English and a Second Language

• Computer literate and good typing skills

Responsibilities:

• Client Servicing includes attending to all client's enquiries, assist in obtaining the most market competitive quotation that suits client's preference, budget and choice of benefits. Liaising with various insurers for quotations, enquiries or requests from client and following up for quotations and policies issuance.
• Renewal Servicing include following-up with clients for their insurance renewals and coordinating with insurers in placement of cover.
• Marketing Engagement
• 5.5 days work week

Any additional details not in this job description can be further clarified during the job interview.

Job Description:

• Follow and adhere to work processes and standard operating procedures in performing day-to-day tasks
• Receive and handle inbound customer orders, queries and complaints (via hotline). Document and record customer details, queries and complaints
• Conduct outbound calls to follow up on issues/orders/complaints to ensure customer satisfaction
• Resolve customer queries/complaints as per standard operating procedures and channel to respective operations team for immediate resolution
• Provide feedback to supervisor on improvement areas based on customer/client issues
• Prepare and submit regular/ad hoc reports to respective departments or management on all the cases logged in system
• Liaise with respective operations team for issues, follow-up and actions
• Establish and maintain good working relationships with clients/customer

Job Requirements:

• Min Nitec and above

Interested candidates do attach your resume to [email protected]

Attn: Angela Celeste Poh Li Ying (R2095367)

Recruit Express Pte Ltd (99C4599)

Role: Call Centre Representative

Work Location: Woodlands/Yishun/Bendemere

Monthly Salary Budget: $2,000 to $2,500 maximum

Domain: Healthcare

Job Description:

ARC Tier 1 is required to work in a secure ARC environment. ARC is a type of call center that specializes in providing technical support or customer service for complex products or services. They may also use advanced technologies such as artificial intelligence, chatbots, and automation to assist with customer inquiries and support.

In addition to providing technical support, an ARC may also be responsible for proactive monitoring and management of the product or service being supported, identifying, and resolving issues before they become problems for customers. This can help to improve overall customer satisfaction and reduce downtime for critical systems or services.

Overall, an Advanced Response Center plays a critical role in ensuring that customers receive high-quality technical support and service for complex products and services.

ARC Tier 1 is responsible for provide first level technical support to customers. ARC Tier 1 will work closely with ARC Tier 2, TeamLeads & Technical Support Engineers to achieve this purpose. ARC Tier 1 is the first line of technical support. This team is responsible for basic customer issues/enquiries/request/alert. It is the same as 1st Level support which provide basic technical or non- technical support functions.

ACR Tier 1 functions and responsibilities (not limited)

• Respond to the incoming enquiries/incident/request/alerts (Call, Email, Webchat, EUP, IVR handling, Monitoring consoles)
• 1st level troubleshooting of in supported systems i.e. Workplace; Server; Network; Microsoft 365; Secure Access Service Edge; Point of Sale
• Security event monitoring
• Server and network availability and performance monitoring
• Password reset and unlock
• Perform log & route [to higher tier or Resolver Team(s)]
• Record and manage all transactions/ cases in Service Management System
• Broadcast notifications to the relevant parties
• Provide timely status update, follow up on cases escalated until closure within the service level agreement. Ensure daily tasks are executed according to the Standard Operation Procedure

• Working hours : 4 weekday (1230PM - 930PM) + 1 weekend (830AM - 630PM)
• Working location: Bukit Timah
• Salary: $3500 - $4200

Job Description:

• The firm specialises in English language and Writing classes for primary and secondary level students. We comprise over 100 professionals dedicated to one mission: to nurture generations of critical yet compassionate thinkers. We are committed to delivering first-class and well-rounded English language enrichment to our customers.
• We are seeking a dynamic and experienced Center Manager to lead and oversee the day-to-day operations of our enrichment center. As the Center Manager, you will be responsible for ensuring the centre's success by delivering exceptional service, building strong customer relationships, achieving sales targets, and promoting operational excellence. Your passion for education and dedication to providing the best learning experience for our students will be the driving force behind your success in this role.

Job Responsibilities:

• Achieving Sales Targets: You will lead your centre's team to achieve the centre's sales target.
• Delivering Service Excellence: You are responsible for ensuring that our centres operate smoothly according to our SOP, so that the service delivered is of exceptional quality.
• Building Customer Relationships: With your Customer Service team, you take the lead in building and managing strong relationships with our customers, making sure that our valuable customers are taken care of and have their needs met.
• Delivering Operational Excellence: You are accountable for managing the facilities, resources and equipment in your centre. You will also ensure that safety protocols are adhered to.
• Leadership and team management: The center manager leads and fosters a positive work environment. They establish open communication, coach and mentor their team members, resolve conflicts, and promote teamwork. They set clear expectations, conduct performance evaluations, collect feedback, and give due recognition to boost the team's motivation and job satisfaction

Requirement:

• Diploma or degree in any discipline
• Min. 3 years experience in the industry. Management experience preferred.
• Sales and customer relationship management skills.
• Demonstrated ability to lead and inspire a team to achieve common goals.
• A passion for education and commitment to delivering outstanding service.

Leong Jia Qi Reg No. : R24124746

The Supreme HR Advisory Pte Ltd EA No. : 14C7279

Multiple locations available

- Pioneer

- Tai Seng

- Hougang

- Kallang

- Ang Mo Kio

- Loyang

Gross Salary

Full-Time : S$3,300/Month

Part-Time : S$150/Day

Working Hours

- 12 hours shift

- Alternate 5 and 6 working days per week (24 working days)

- Rotating shift (0800hrs - 2000hrs and 2000hrs - 0800hrs)

Requirement

- Valid SO license

- 1 notification available

- Ability to perform intermittent patrols and escorts

- Proficient in using a mobile app for reporting

- Access control and safeguarding premises

SRS provide comprehensive medical and leave benefits. If you are interested in this role, please submit your resume via the "Apply Now" option.

The Call Centre Services Executive will provide exceptional customer service by answering inquiries, resolving issues, and offering product or service information while ensuring the efficient management of facilities and related services. This role combines excellent communication skills with facility management experience, handling customer calls and overseeing operational aspects related to facility maintenance, service quality, and customer satisfaction.

Key Responsibilities:

Customer Service Management:

· Answer inbound calls and respond to customer inquiries, concerns, or complaints related to facility management services.

· Provide information on facility operations, maintenance schedules, service offerings, and processes.

· Handle customer requests with professionalism, ensuring their needs are addressed promptly and effectively.

Facility Management Support:

· Assist customers in scheduling and coordinating maintenance or repair services for the facility.

· Coordinate with the maintenance team or service providers to ensure timely facility upkeep and repairs.

· Monitor and report facility issues, ensuring prompt follow-ups and resolutions.

Call Handling & Documentation:

· Log all customer interactions accurately in the CRM system, specifically noting any facility-related requests or incidents.

· Track and follow up on customer facility-related issues, ensuring timely closure of tasks or service requests.

· Maintain documentation of maintenance schedules, repair records, and service logs related to facility management.

Product Knowledge & Assistance:

· Stay updated on product and service offerings related to facility management (e.g., janitorial services, HVAC systems, security, etc.).

· Educate customers on the facilities and services available to them, offering solutions and recommendations for improving their experience.

Complaint Resolution & Escalation:

· Handle escalated complaints or complex facility-related inquiries, ensuring they are resolved in line with company policies and within acceptable timeframes.

· Escalate unresolved facility issues to higher management or facility teams as necessary.

Performance Metrics & Targets:

· Meet performance targets, including customer satisfaction, first-call resolution, facility service response time, and overall call handling efficiency.

· Participate in regular performance reviews, facility training, and knowledge-sharing sessions.

Outbound Calls (if required):

· Make outbound calls for follow-ups, surveys, or service promotion related to facility management services.

· Ensure that customer and facility data is accurate and up-to-date.

Facility Coordination & Reporting:

· Coordinate with internal facility management teams to report service interruptions, maintenance needs, or new facility requests.

· Provide regular feedback on recurring facility issues or trends that may require long-term solutions.

Team Collaboration:

· Work closely with the facility management, customer service, and maintenance teams to ensure seamless operations and service delivery.

· Collaborate to address facility-related customer concerns quickly and efficiently.

Skills & Abilities:

· Communication: Excellent verbal and written communication skills, with the ability to explain complex facility issues in a simple and understandable manner.

· Problem-solving: Ability to assess and resolve facility-related concerns efficiently.

· Customer Service: Strong customer-centric attitude with a focus on delivering the best possible experience.

· Organizational Skills: Ability to manage multiple service requests and track maintenance schedules.

· Active Listening: Ability to understand customer needs and resolve facility-related issues effectively.

· Technical Skills: Proficiency in CRM systems, office software, and facility management software (if applicable).

Personal Attributes:

l Friendly, approachable, and professional demeanor.

l Strong attention to detail and accuracy in logging requests, schedules, and service records.

l Ability to remain calm under pressure, especially during facility disruptions or urgent situations.

l Resilience and patience when handling difficult customers or facility-related complaints.

Language Proficiency:

Fluent in English

Requirements:

Education & Experience:

· High school diploma or equivalent (required).

· GCE ‘O’/’A’ Levels or equivalent

· ITE Nitec / Higher Nitec in Engineering or Facilities Management will be an added advantage.

· Previous experience in a customer service or call centre role.

· Experience in facility management or facilities support services is highly desirable.

Role: Call Centre Representative

Work Location: Woodlands/Yishun/Bendemere

Monthly Salary Budget: $2,000 to $2,500 maximum

Domain: Healthcare

Job Description:

ARC Tier 1 is required to work in a secure ARC environment. ARC is a type of call center that specializes in providing technical support or customer service for complex products or services. They may also use advanced technologies such as artificial intelligence, chatbots, and automation to assist with customer inquiries and support.

In addition to providing technical support, an ARC may also be responsible for proactive monitoring and management of the product or service being supported, identifying, and resolving issues before they become problems for customers. This can help to improve overall customer satisfaction and reduce downtime for critical systems or services.

Overall, an Advanced Response Center plays a critical role in ensuring that customers receive high-quality technical support and service for complex products and services.

ARC Tier 1 is responsible for provide first level technical support to customers. ARC Tier 1 will work closely with ARC Tier 2, TeamLeads & Technical Support Engineers to achieve this purpose. ARC Tier 1 is the first line of technical support. This team is responsible for basic customer issues/enquiries/request/alert. It is the same as 1st Level support which provide basic technical or non- technical support functions.

ACR Tier 1 functions and responsibilities (not limited)

• Respond to the incoming enquiries/incident/request/alerts (Call, Email, Webchat, EUP, IVR handling, Monitoring consoles)
• 1st level troubleshooting of in supported systems i.e. Workplace; Server; Network; Microsoft 365; Secure Access Service Edge; Point of Sale
• Security event monitoring
• Server and network availability and performance monitoring
• Password reset and unlock
• Perform log & route [to higher tier or Resolver Team(s)]
• Record and manage all transactions/ cases in Service Management System
• Broadcast notifications to the relevant parties
• Provide timely status update, follow up on cases escalated until closure within the service level agreement. Ensure daily tasks are executed according to the Standard Operation Procedure