Job Description

What the role is:
This is an 11-month contract position as an Executive in the CET Academy.
What you will be working on:
Your responsibilities will include, but are not limited to, the following:
Handle incoming enquiries from prospective learners via phone and email, providing accurate information and friendly support, and following up on outstanding issues, and ensure timely resolution of queries adhere to the service level agreement
Assist in lead conversion efforts by engaging with potential learners and guiding them through the enquiries including the application process
Support the implementation of customer service procedures, ensuring consistency and adherence to service standards
Monitor customer feedback and escalate recurring issues or service gaps to supervisors for resolution
Collaborate with team members and other departments to ensure smooth communication and effective problem-solving
Maintain records of customer interactions, includes monthly reporting for calls and emails received
Participate in training and development activities to build product knowledge, service skills, and familiarity with contact centre systems
Contribute to a positive customer experience, helping to build trust and satisfaction with the organisation's services
Keep abreast with latest policies and procedures so as to provide accurate information to customers
Work as a team to ensure that call centre service KPIs are met
What we are looking for:
Possess effective telecommunication & strong customer service skills
Have a passion to deliver customer-centric service
Ability to provide support, answer questions, and resolve issues efficiently for calls or email enquiries
Be meticulous and independent
Experience in customer service or call centre will have an added advantage
Proficient in English and another language
About Ngee Ann Polytechnic:
At Ngee Ann Polytechnic, our nine academic schools offer over 40 full-time diplomas to a growing student population of more than 15,000. As a public tertiary institution, internationally-recognised for its academic excellence and close industry links, NP prides itself on having a dedicated and professional teaching faculty, complete with campus facilities that are among the finest in the world. An institution of higher learning, Ngee Ann Polytechnic believes in giving every student an enriching learning experience and every employee the opportunity to build a meaningful career. If you are a self-starter with an innovative mind, a versatile person with the drive for all-rounded excellence, and a dedicated team player who shares our vision and values, we invite you to join our inspired team.

Skills Required