Job Description

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The role of the Service & Engagement Associate (Customer Service) is to provide a professional service to Korean members of the IB Community, managing inquiries, identifying, and assessing customer needs. To champion the customer internally by reporting trends and issues. To make recommendations for improvements aimed at reducing customer effort and enhancing the overall experience.
Responsibilities:
Please note that the successful incumbent will be offered a 1-year contract.
Key Responsibilities include:
Customer Support
Provide an information service on the broad range of the IB's products, services and systems;

• Provide clear, timely, and accurate information;
• Handle complaints received via telephone;
• Communicate the IB's policies and procedures;
• Deal with critical situations, such as examination emergencies;
• Report trends and issues affecting customers

Relationship Management

• Build sustainable relationships with external customers through open and interactive communication;
• Liaise with internal stakeholders enterprise-wide, to ensure the timely resolution of customer issues and inquiries

Coordination

• Handle customer concerns in a professional manner;
• If necessary, ensure that inquiries are referred to the appropriate escalation point

Customer Experience

• Translate existing help articles, quick texts to Korean to improve self-help experience for Korean-speaking members of the community

Customer Satisfaction

• Handle customer concerns in a professional manner;
• If necessary, ensure that inquiries are referred to the appropriate escalation point;

Administration

• Adhere to Customer Service Operations Framework

Teamwork & Cooperation

• Liaise and cooperate with other teams to resolve issues and improve resolution times;
• Work cross-divisionally to ensure the resolution of customer inquiries.

Continuous Improvement

• Seek opportunities to improve customer experiences through raising insights or trends;
• Make recommendations for service improvements.

Qualifications:
In addition to your salary, we offer an attractive range of benefits including:

• 20% employer's CPF contribution
• S$1,200 yearly flexible credits
• 20 Days annual leave, plus public holidays, with the choice to buy or sell up to 3 days additional annual leave using flexible credits
• Life assurance 2x annual salary
• Flexible working hours due to nature of work
• Organisation sponsored learning opportunities for professional development
• Corporate passes to Singapore Zoo, River Wonders and Gardens By The Bay

Skills Required