Customer Service Officer

Deliver quality customer service:

• Deliver quality customer service and frontline assistance by sharing useful and correct information and advice to stakeholders such as callers, walk-in residents, contractors, etc., to create a positive and satisfying customer experience.
• Handle outbound calls and respond to inbound call enquiries in a polite, timely and accurate manner.
• Manage feedback, complaints and services requested by the residents professionally and liaise with the relevant departments to follow-up on outstanding matters. Escalate the incident to your superior if there is no resolution.
• Attend to all correspondences on the usage or booking of common properties including all recreational facilities, on behalf of the Town Council following company policies and procedures. Tracking and ensure payment for booking of facilities. Follow-up on deposit refund.
• Assist and work closely with the Property team in tracking the daily, weekly, and monthly maintenance and bulk refuse schedule, improvement and upgrading works timeline, deployment, resources arrangement and IEMS cases (where applicable).
• Booking of bulky removal appointment and making any related changes.

Finance support:

• Collect and manage the funds payable to the Town Council via different payment methods, e.g., cash, nets, credit card.
• Handling of S&CC related inquiries.
• Coordinate and handle permit and waiver applications and appeals.

Administrative support:

• Issue notices to vehicle owners or tenants or relevant parties to comply with or remedy a breach of any Town Council’s bylaws (BES). Follow-up on status and closure.
• Perform administrative duties such as prepare courier bag, prepare letters to residents, mailing, inventory of pantry/ office supplies, etc.
• Maintain proper records and files of documents, drawings, and materials, collection transactions, pertaining to Town Council matters.
• Prepare end day reporting, e.g. number of permits.
• Cross deployment/ others:
• Be ready to be deployed to either the call center, cashier, or reception/ counter station across all offices (where necessary) to ensure smooth business operations.
• Any ad-hoc duties assigned by your supervisor.

Job Requirements:

• Minimum GCE N/O/ NITEC/ higher NITEC or equivalent qualifications.
• At least 1-year of relevant customer service experience in similar roles.
• Good communication (written and verbal), interpersonal and problem-solving skills.
• Customer-oriented, people centric, honest, friendly, and pleasant personality, positive, “willing to serve and learn” attitude.
• A responsible team player who can multitask, work independently and under pressure.
• Proficient with MS Office applications, e.g., Words, Excel, Outlook.