Part Time Call Centre Associate | National Stadium

Working Arrangement:

• Salary: $14/hr - weekdays $16/hr - weekends
• Location: National Stadium
• 4 days per week (estimated 32 hours)

• Shift hours (subject to changes)
  
  Monday-Friday

• 08:30-18:00
• 09:30-19:00
• 11:30-21:00
  
  Sat-Sun
• 10:30-20:00
  

Key Responsibilities

Phone Call Handling
. Answer incoming customer calls in a professional, clear, and service-oriented manner
. Assist customers with general enquiries, event-related information, facility information, feedback, and service requests
. Provide accurate information based on approved FAQs, SOPs, and official communication channels
. Record call details accurately in Salesforce, including customer information, enquiry details, actions taken, and follow-up required
. Escalate calls that require further assistance, approval, or investigation to the relevant team or supervisor

Salesforce Case Management
. Manage and respond to customer cases logged in Salesforce within defined timelines
. Follow up on phone enquiries that require further action or case creation in Salesforce
. Ensure clear and accurate case documentation, including updates, next steps, and closure notes
. Coordinate with internal stakeholders to obtain information or resolutions for customer cases
. Provide timely updates to customers where required
. Validate resolutions and close cases accurately in Salesforce
. Escalate urgent, sensitive, or high-risk cases in accordance with SLA requirements

Handover & Continuity
. Ensure all open cases and pending call follow-ups are clearly documented with next-action details
. Highlight urgent, aging, or sensitive cases during shift handovers
. Maintain continuity of follow-up to prevent service gaps
. Support team members by ensuring proper case ownership and handover when required

Service Quality & Improvement
. Maintain a professional and customer-centric tone across phone and written communications
. Identify recurring enquiries, feedback trends, or operational issues for team review
. Support continuous improvement efforts by sharing observations from customer interactions
. Adhere to service standards, SOPs, data protection guidelines, and escalation protocols

Work Arrangement
. Part-time role supporting call centre and Salesforce operations
. Rostered shifts based on operational requirements, including possible weekends, evenings, or event days where required
. Shift handovers are required to ensure seamless call and case management
. Role may be office-based or operationally deployed depending on business needs

Requirements
. Strong verbal and written communication skills
. Comfortable handling phone calls and speaking with customers professionally
. Detail-oriented, with strong ownership and follow-through
. Able to manage multiple enquiries and cases concurrently
. Able to remain calm and composed when handling difficult or urgent customer situations
. Familiarity with Salesforce or CRM systems is preferred, though training will be provided
. Strong collaboration skills and ability to work with internal teams
. Prior customer service, call centre, hospitality, or frontline experience will be an advantage
. Will involve face to face interactions over the counter when necessary

EA License No.: 96C4864

Reg No.: R25128798 HUANG QIMENG