Customer Service Officer @ Safra Yishun IAWR

CUSTOMER SERVICES OFFICER @ Safra Yishun IAWR

Singaporean and Permanent Resident only

Responsible to provide frontline customer service and administrative support for the Indoor Air Weapon Range. The officer shall ensure smooth daily operations of the range counter, maintain high service standards and ensure compliance with operational procedures and safety requirements.

Scope of Duties

1. Customer Enquiries

• Attend to general enquiries from members and guests regarding indoor air weapon range activities, facilities, memberships, bookings, courses, and services.
• Provide accurate and timely information in a professional and courteous manner.

1. Booking and Registration Administration

• Process all bookings and registrations using the relevant computer systems (e.g. SCMS, AX, etc.).
• Operate and issue manual receipts during system downtime or breakdowns.
• Handle or assist registrations and payments for:
• SAFRA Membership
• SAFRA Shooting Club Membership
• Courses and activities
• SAFRA points redemption and related applications

1. Counter Operations

• Operate the range counter and manage incoming telephone calls.
• Ensure prompt and efficient handling of customer transactions and enquiries.
• Responsible for issuing air weapons to members and accounting for weapons returned.

1. Computer and Equipment Operations

• Operate computer terminals and troubleshoot minor computer and printer issues.
• Monitor and maintain sufficient stock levels such as receipt rolls, printer ribbons, NETS/VISA receipt rolls and replenish when necessary.
• Stock take the inventory of air weapons end of the day.

1. Key Control

• Maintain accountability of all keys in the key press.
• Ensure proper recording of all key issuance and returns.
• Immediately report any missing keys to the Supervisor.

1. Manual Receipt Administration

• Ensure all manual receipts are properly maintained and secured.
• Backlog all issued manual receipts into the system within three (3) days, with the corresponding computer-generated receipt attached.

1. Forms and Marketing Materials

• Regularly check and maintain adequate stock levels of:
• Application forms
• Renewal forms
• Flyers and promotional materials
• Replenish or print forms when supplies are low.

1. Cashiering and Shift Handover

• Perform settlement of accounts at the end of each assigned shift, as directed by the Supervisor.
• Follow proper handover and takeover procedures between shifts.
• Ensure accurate keying and reconciliation of collections.

1. Security and Operational Compliance

• Ensure there is no unnecessary loitering within the range area.
• Ensure all standing instructions and safety regulations are complied with.
• Coordinate with security personnel for opening and closing of the range.

1. First Aid and Safety Readiness

• Conduct regular checks on the first aid kit.
• Arrange for replenishment of first aid supplies when stock is low.

1. Housekeeping

• Maintain cleanliness and neatness of the range counter and surrounding work area at all times.

1. Customer Feedback and Service Excellence

• Encourage members and guests to provide feedback through the QR code feedback system available at the range counter.
• Deliver excellent customer service standards with the objective of achieving EXSA awards and maintaining high customer satisfaction.

1. Compliance and Governance

• Comply with all Standard Operating Procedures (SOPs), workplace safety requirements, and corporate governance policies, including Personal Data Protection (PDPA) requirements.

1. Grooming and Professional Conduct

• Maintain proper grooming and professional appearance at all times.
• Ensure attire, hairstyle, and footwear are neat and appropriate.
• Slippers, flip-flops, and inappropriate attire are strictly prohibited.

• GCE 'O' levels with basic PC skills
• Minimum 1 to 2 years of front desk experience in service/hospitality industry
• Customer-focused and service-oriented
• Teamwork-oriented and able to work in a fast-paced environment
• Bubbly personality and enjoys meeting people
• Able to work on shifts, weekends and public holidays