Customer Service Officer (1 Year, Lengkok Bahru)

Working Hours: Monday to Friday (office hours)

Key Responsibilities

Frontline operations: reception

• Be the first point of contact for members of the public, giving prompt, accurate and professional help across the full range of ROMM services
• Attend to walk-in enquiries, advise on eligibility and procedural requirements, and guide members of the public through the steps for their applications
• Handle collection of documents, search results, and certificates of marriage and of revocation of divorce, so that members of the public are attended to in a timely and efficient manner
• Manage solemnisation ceremonies held at ROMM: make sure couples and all relevant parties are present before the ceremony starts carry out pre-ceremony checks to confirm all application requirements and in-person appointments have been completed
• Advise couples on what to do if anything is outstanding or needs to change before the ceremony can go ahead

Frontline operations: counter

• Provide comprehensive counter services to members of the public and couples on ROMM-related matters, as a knowledgeable and approachable resource for all counter enquiries
• Review all documents submitted at the counter, making sure marriage application details and submissions are complete, accurate and in order before processing
• Prepare couples before their in-person appointment with the Kadi, so they understand the process, the requirements and what to expect, and are ready to proceed
• Assist members of the public with a range of applications, including polygynous marriage, Letters of Recommendation (LOR), revocation of divorce, and amendments to solemnisation details
• Attend to and manage post-appointment cases, giving the help and follow-up needed to resolve any outstanding matters from in-person appointments promptly and effectively
• Liaise with relevant officers on complex or escalated cases, making sure they are followed up and resolved on time

Administrative support

• Review submitted documents for accuracy and completeness. Follow up with couples so that all required documents and application requirements, including face-to-face meetings with their Kadi or Naib Kadi, are completed on time before their in-person appointments
• Make sure the Kadi reviews and verifies all applications on time. Follow up weekly on outstanding cases so they are resolved and processed promptly, allowing the Kadi or Naib Kadi to print the ceremonial certificate and proceed with the solemnisation
• Assign cases to ROMM Kadis for follow-up through the system, on time
• Help make sure facilities, including the solemnisation room, are ready before operations start. Prepare the ceremonial certificate and other relevant documents for internal solemnisations at ROMM and the Saturday solemnisation service
• Manage incoming emails and phone calls from members of the public, answering queries and giving accurate information on ROMM services. Handle escalated cases with professionalism and discretion, working with the relevant officers to resolve them on time and to the satisfaction of all parties
• Support the processing and management of marriage records, including applications for searches of historical marriage records and extracts of the Certificate of Marriage (COM)
• Support the ongoing digitisation of marriage records from start to finish: preparing and packing physical records for vendor scanning checking scanned documents against the originals uploading and saving digitised records into eRegistryproperly archiving physical documents for storage
• Other duties assigned by the supervisor

Job Requirements

• Prior customer service experience

EA License No.: 96C4864

Reg. No.: R22110485 (Shanice Lim Xin Ni)