Customer Service Executive (Branch Service Line)

What the role is:

Customer Service Executive at HDB Branch

What you will be working on:

1. Manage customers who walk in or attend appointments at the Branch in a warm and proactive way, while ensuring good queue management.
2. Handle enquiries on lease/tenancy administration, housing maintenance, mortgage and car park matters from customers at the Branch.
3. Complete face-to-face transactions that require in-depth explanation and signature with customers over the counters at the Branch.
4. Guide and educate customers to use and complete their transactions using self-help machines (e-Kiosk, Cash Payment Kiosk, AXS machine) located at the Branch.
5. Guide and assist customers who walk in to Branches in submitting their feedback/enquiry via e-feedback form.
6. Conduct phone triage for e-appointments made by customers and resolve their enquiries over phone and/or remind them on details and documents required for the appointment at the Branch.
7. Handle enquiries using Video Conferencing.

What we are looking for:

1. Passionate about customer service and have customers at the heart of our service delivery.
2. Able to learn and pick up relevant technical and HDB policy knowledge quickly (training will be provided).
3. Lifelong learner and innovator, who will continually strive to provide the best service experience for our customers.
4. Proficient with written and verbal communication.
5. Empathetic and agile in responding to difficult customer situations.
6. Organised and can multitask.
7. Motivated, proactive and is an excellent team player.
8. Candidates with prior customer service experience is a plus.

Successful candidates will be offered a 1+1-year contract.

About Housing and Development Board:

We are Singapore's public housing authority and a statutory board under the Ministry of National Development. We take pride in creating homes and towns that form a quality living environment for the young and old. Throughout the years, our continuous innovation and upgrading programmes have ensured that the heartland remains our cherished home. Join us in making a difference to the heartlands and communities that matter to us. Take on the challenge of shaping the nation’s skyline and landscape. With the wide range of opportunities available in HDB, you play an integral part in redefining the future of public housing and improving the lives of Singaporeans.