Customer Service Executive (Memberships)

The staff will assist to:

• Manage the 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.
• Support key tasks performed by the department.
• Assisting in the review of supporting documents provided by companies for SBF membership exemption and responding to companies on their queries on exemption.
• Supporting in the processing of Associate Membership applications.
• Updating the membership database through information provided by the companies or through contacting members.
• Experience in Customer Service, Call Centre or other relevant sectors that involve interacting with customers would be beneficial.
• Other general duties. This includes assisting in events organised by the department, or any other ad-hoc tasks as and when assigned.

Requirements:

• Able to commence work immediately or in 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.
• Computer Iterate.