The staff will assist to:
- Manage the Membership hotline and manage emails on membership matters
- Inbound calls: Attend to telephone enquiries from members including invoicing and membership fee queries in a professional and customer-centric manner.
- Outbound calls: Contact selected SBF members to inform the members on membership-related matters and address queries during the call.
- Follow communication scripts for both inbound and outbound calls.
- Maintain ownership of calls throughout and follow-up with membership team on escalated matters.
- Attend to email enquiries from members and public on membership matters.
- Follow up on members enquiries and requests for assistance.
- Ensure that all calls and emails are recorded in SBF's Customer Relationship Management (CRM) system for tracking and quality assurance.
- Create and maintain record types of queries raised, for service review and improvement.
- Support key tasks performed by the department.
- Assisting in the review of supporting documents provided by companies for SBF membership exemption and responding to companies on their queries on exemption.
- Supporting in the processing of Associate Membership applications.
- Updating the membership database through information provided by the companies or through contacting members.
- Experience in Customer Service, Call Centre or other relevant sectors that involve interacting with customers would be beneficial.
- Other general duties. This includes assisting in events organised by the department, or any other ad-hoc tasks as and when assigned.
Requirements:
- Able to commence work immediately or in short notice.
- Able to work physically in office.
- Able to work independently & able to work as a team.
- Good Interpersonal Skills, Meticulous and Detail Oriented.
- Computer Iterate.
