Customer Support Officer (Certification & Applications)

About the role

We are currently hiring for a 3-month contract position, with the potential for extension of another 3 months.

Location: Lifelong Learning Institute, 11 Eunos Road 8, Singapore 408601

Working hours: 8.30am to 6.00pm (Monday to Thursday), 8.30am to 5.30pm (Friday)

Key Responsibilities

Customer Enquiry Management (80%)

• Review, respond to, and close customer enquiries through the helpdesk system, prioritizing the oldest outstanding enquiries to ensure timely and effective resolution.

• Respond to enquiries relating to certification application processes, eligibility requirements, fees and subsidies, assessment scheduling, certification retention requirements.

• Refer complex cases such as technical issues, appeals, and special requests to the appropriate internal teams with clear case summaries.

• Check and remove duplicate enquiries across systems and close cases that have already been resolved.

• Maintain accurate and up-to-date enquiry records to support tracking and reporting.

• Respond to all customer enquiries in a professional, courteous, and empathetic manner across multiple communication channels, ensuring a positive and consistent customer experience.

Application Review & Processing (20%)

• Review certification applications against established eligibility criteria and application checklists.

• Verify supporting documents such as Curriculum Vitae (CV), educational certificates and transcripts, training records and Continuing Professional Development (CPD) records.

• Assess whether applicants work experience aligns with the certification requirements and competency standards.

• Update application records accurately within internal systems.

• Follow up with applicants on missing or incomplete documentation and send reminders before stipulated deadlines.

Lead Identification & Handover

• Identify potential leads from enquiries and applications, including new certification applicants, certification upgrades, certification renewals and incomplete applications requiring follow-up.

• Assess and prioritise leads based on candidates readiness to proceed, and maintain accurate records in the lead tracking system.

• Hand qualified leads to the relevant team members for prompt follow-up.

Requirements

• Able to commit for at least 3 months.

• Diploma or Degree in any discipline.

• Experience in customer service role will be advantageous.

• Familiarity with helpdesk or ticketing platforms (e.g. Freshdesk) is preferred.

• Strong written communication skills with the ability to respond clearly, accurately, and professionally.

• Meticulous with excellent attention to detail, especially when reviewing documents against prescribed criteria.

• Comfortable managing a high volume of enquiries while meeting service timelines.

• Able to work independently, exercise sound judgement, and escalate cases appropriately.

• Proficient in Microsoft Office applications, particularly Outlook and Excel (e.g. VLOOKUP, PivotTables).

• Able to handle confidential and personal information with professionalism and discretion.