Support in daily membership operational matters, with focus on customer service support for inbound and outbound emails and calls relating to membership matters.
Job Responsibilities:
- Man Membership hotline and manage emails on membership matters
- Inbound calls: Attend to telephone enquiries from members including invoicing and membership fee queries in a professional and customer-centric manner.
- Outbound calls: Contact selected SBF members to inform the members on membership-related matters and address queries during the call.
- Follow communication scripts for both inbound and outbound calls.
- Maintain ownership of calls throughout and follow-up with membership team on escalated matters.
- Attend to email enquiries from members and public on membership matters.
- Follow up on members’ enquiries and requests for assistance.
- Ensure that all calls and emails are recorded in SBF’s Customer Relationship Management (CRM) system for tracking and quality assurance.
- Create and maintain record types of queries raised, for service review and improvement.
2. Update membership database
- Contact companies to verify changes in company’s status.
- Update changes to organisation and individual records from contacting members, and from incoming emails and calls from members.
- Perform updates arising from checking returned mailers sent back to the membership team.
3. Other general administrative duties
- a) Undertake any other ad-hoc admin tasks as and when assigned.
Job Requirements:
- Preferably 2-5 years relevant working experience performing customer-facing duties in Customer Service, Call Centre or other relevant sectors that involve interacting with customers.
- Able to commence work immediately or within short notice
- Able to work physically in office
- Able to work independently & able to work as a team
- Good Interpersonal Skills, Meticulous and Detail Oriented
