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