About this role
[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.